Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
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Reporting
Service Delivery Manager
Key roles
The role of the Administrative Support to be he first point of contact for the policyholders of Leading Insurers in Ireland.
You will provide information, support, and reassure customers whilst delivering quality, accuracy and adhering to procedures and SLA’s. You will be expected to deliver and perform day-to-day tasks pertinent to the team’s activity with a major focus on Quality, Accuracy, SL.A’s, Procedures and Process-improvement. The team member will also be expected to provide effective assistance to the Team Leader.
Specific responsibilities
- Responsible for management of assigned Pod and providing proactive administrative support to the adjusters within that pod
- Use initiative to provide meaningful assistance to the adjuster
- Provide effective and accurate updates to claimants & clients based on a strong working knowledge of the adjuster’s WIP
- Manage customer interactions in an efficient, courteous and timely manner in order to deliver high standards of customer satisfaction
- Interact with customers directly and liaise with Insurer representatives to ensure the highest level of service and continuous operational efficiency
- Issuing Loss Adjusters Reports, referrals & correspondence to Insurers as requested
- Successfully contribute to the development and delivery of the Team’s Goals, Objectives and Results
- Dealing customer queries over the phone accordance with KPIs
- Collaborates with the Project Management office to provide Subject Matter Expertise
- Other tasks as delegated by the Service Delivery Manager
- Taking in-bound calls from customers relating to new or existing claims
- Capture all information regarding the claim accurately and promptly
- Update records with all relevant documentation, maintaining Web Elite
- Creating key relationships with branch administrators, loss adjusters and external providers to safeguard quality of service
- Assign relevant adjusters to the claim
- Delivering a positive service, with an empathic ear where necessary
- Contributing toward the success of team and individual SLA’s
- Register and upload new claims, as registered
- Provide customer care support as required
Qualifications/skills
- Minimum competency requirements accredited or new entrant progressing to accreditation, CIP Qualification desirable
- High level of proficiency in Word, Excel, and PowerPoint
- Sound numeric skills
- High level interpersonal and communication (verbal/written) skills
Personal attributes
- Sound knowledge of Sedgwick and its operation as a company (desirable but not essential)
- Willingness to operate flexible hours
- Capacity to work independently and demonstrate initiative
- Innovative
- Willingness to work positively within a team environment with strong emphasis on support, flexibility and efficiency
- Understand how to organise work and think through how to get things done most efficiently with the ability to perform on their own initiative
- Strive to ensure Accuracy and Quality is delivered at all times
- Focus on skills development. Take action to improve own and others’ job skills
- Must have strong interpersonal and communication skills and be self-motivated, flexible and capable of working to critical deadlines
Sedgwick is an Equal Opportunity Employer.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.