Customer Operations Settlement Coordinator

The Settlement Co-Ordinator will be responsible for handling any claims arising from customers, prospective customers, and residents within the communities we serve. They will be able to take ownership of claims received via multiple channels, including our Customer Operations Team, complete an impact assessment, liaise with the appropriate internal/external departments, validate the claim value, and prepare for authorisation and payment.

Note: this role would have a start date in January 2025.

Effective relationship management is key, they will be confident in taking ownership of queries relating to complaints or requests for remedial payments. Experience of a CRM would be advantageous but not a requirement. Proficiency in Microsoft Excel will allow the successful candidate to stand out within their role. This role is predominantly outbound and email with the expectation settlements are negotiated to customers verbally as primary contact.

Tasks include;

Centralise and align management of claims in a timely manner

Treat all claimants with fairness

Create an impact assessment, allowing for clear prioritisation of claims understanding the relevant stakeholders to engage, and identify wider impacts of approving settlements. All with the purpose of minimising claim expenditure

Fully investigate all claims. Where appropriate, produce an investigation pack to allow for cross-charging

Track and manage expenditure of claims • Ensure prompt payment of claims

Deliver exceptional customer service

Gain a detailed understanding for, reason, claim type, location of what drives claims in to Gigaclear. Such as, but not limited to, property damage, service downtime, and foreseeable or consequential loss.

This role is office based across the Customer Operations opening hours of Monday to Friday 8am-8pm, and weekends 10am – 5pm. it is a full time role, 37.5.5hours.per week. 

Responsibilities;

Comfortable to ‘challenge’, ensuring the departmental and wider business targets are delivered.

Approachable and effective communicator – the ability to assist with a wide variety of questions and queries.

Taking ownership of claims through to successful resolution or appropriate point of escalation handover

Highlighting trends or knowledge gaps to improve the customer journey, engaging with Customer Operations Management Team to ensure we deliver a premium customer experience.

Building key relationships with internal stakeholders to encourage a positive and collaborative way of working

Collating details to ensure a successful claim investigation.

Seeking opportunities to improve the efficiency of the team.

Securing and providing timely and proactive updates and information to customers.

Managing own workload effectively and supporting team where required in more complex cases.

Being the voice of the customer and championing ideas through business change and development meetings.

Knowledge & Skills;

Proven experience of delivering high-quality customer service

Experience in complaint management

Advanced knowledge of Microsoft Office 365, in particular; Outlook, Excel, Word

Good keeping of records and audit trail, of accepted and rejected claims • Understanding of relevant Data Protection laws and regulations

Strong interpersonal skills allowing effective communication with internal and external stakeholders at all levels

Exceptional verbal and written communication skills

Solutions focussed with a methodical approach to problem solving and decision making

Effective at external and internal stakeholder management, championing the customer experience at every opportunity

Excellent organisational and time management skills

Self-motivated and able to understand tasks on own initiative

Ability to approach potentially challenging situations in a positive and supportive manner

Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, having grown from 100 to circa 800 employees over the past 6 years, we are developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.

Staff rewards, benefits and opportunities

We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.

• Generous employer pension; up to 8% matched contribution 
• Income protection & life assurance 
• 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!  
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice 
• Unlimited access to online training and development content via our Learning Management System 
• Long service benefits and monthly employee recognition 
• Enhanced maternity and paternity provisions 
• Flexible working environment 
• Health & Wellbeing initiatives and company funded social events 

Our values

Our approach is to work guided by our mission, vision and values.

Find a way, Be committed, Do the right thing, Keep it simple.