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Job Role: Loss Support Coordinator

Location: Luton

Job Sector: Customer Service

Hours: 35 hours per week

As a Loss Support Coordinator, you will contribute to our vision of being the UK's favourite residential property manager, as recognised by others by:

  • Being responsible for a portfolio of loss claims, ensuring these are actioned and completed in a timely manner
  • Being responsible with the team for keeping track of policy renewals and insurance valuation report tracking and order raising.
  • Providing a professional and efficient service to customers, internal departments, insurers, contractors, surveyors and loss adjusters

Main Responsibilities

  • Respond to purchase orders, e-mails and calls as required regarding loss claims for communal damage, or with a communal cause, in line with departmental service targets; decide whether to pursue a claim based on the insurance excess, the policy terms and insured perils.
  • Liaise and build productive relationships with customers, Property Managers, contractors, insurance brokers, surveyors and other stakeholders to ensure issues are resolved promptly and timely updates are provided to all throughout the claim journey
  • Communicate with internal teams, providing and seeking updates on a regular basis to successfully support resolution of customer queries and healthy estate finances
  • In tandem with Customer Services colleagues react quickly to major incidents, assisting in urgently making safe affected areas, keeping customers updated at all times and liaising closely with the Property Manager.
  • Ensure customers are treated fairly and receive excellent service in accordance with industry and Company guidelines
  • Provide support, help and advice to colleagues in relation to the claims process and any ongoing claims; field queries about and, where necessary, forward claims for Professional Indemnity, Public Liability and other types of insurance to FirstPort Insurance Services Limited.
  • Monitor the progress of every claim
  • Raise maintenance orders and requests for quotations with contractors in relation to insured perils on a development, pro-actively ensuring items that may be requested by the insurers later are collected along the way
  • Update internal databases accurately and clearly, saving relevant documentation within the appropriate areas
  • Administering, reviewing and effecting insurances on behalf of Clients.
  • Maintaining the Client’s insurance records in accordance with Company standards.
  • Undertake any other duties which are deemed appropriate to support the business and customer service

    Skills and Experience

  • GCSEs (or equivalent) in English and Maths at Grade C or above
  • Exceptional communicator, verbal and written
  • Experience of working in a busy and demanding environment
  • Experience of working in the insurance or service sector
  • An understanding of the building and/or property management sector
  • Familiar with Microsoft Word and Excel
  • Making things happen
  • Personal organisation in the face of sometimes conflicting demands
  • Discipline to work on own initiative as well as demonstrating exceptional teamwork

Our Values

Friendly – We look out for people’s best interests, and show them we care by dealing with them in a warm and friendly manner.

Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.

Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.

Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments.