Handling up to 35,000 queries from an external insurance company a year for information/data requests for the successful progression of customer claims.•Managed workflow to exceed quality service goals to maintain and improve the customer experience (current NPS score 56). •Provided one to one and group training on the claims database and knowledge of role. This included creating a training pack and support documents.•Processed a total of 458 cash settlements for customers with a total amount of £149,031.80 this year to date.•Supported other internal departments with emailing out daily management information reports.

Insurance claims advisor part of the £5M Appliance Replacement Team liaising with British Gas engineers and customers managing insurance claims from beginning through to settlement with tight deadlines and KPIs. •Effectively managed a high volume of inbound and outbound customer calls with an average of 45 inbound calls daily.•Competent on customer service management systems and databases.•Addressed and resolved customer product complaints empathetically and professionally.•Worked directly with up to 20 team members training and sharing best practice to achieve business targets and great customer service.key skillsAreas of Expertise•IT Skills•Office procedures•Account manager support•Customer service•Data management•FCA compliant.Administrative Abilities•Completing claim forms•Filing and data archiving•Providing one-to-one and group Training and development for employees•Creating training documents•Adheres to customer service procedures •Performance audits•Policy coverage expert•Database management•DPA compliance•Comprehensive knowledge of Microsoft Office•Conducting research on behalf of managers•Insurance eligibilty•Organising travel arrangements to other sites•Resolving and delegating administrative tasks.Personal Abilities•Attention to detail•MS office•Can work without supervision•Ability to cope and work well under pressure•Good written and verbal communication skills•Able to work as part of a team•Having a patient outlook•Ability to multitask and manage conflicting demands•Ability to prioritise tasks•Customer service orientated•Flexible•Professional and mature•Organised.