Customer Service Claims Handler

About DASA:

DASA specialises in managing claims related to Damage to Underground Services, including drainage and water mains. As a Customer Service representative, you will serve as the first point of contact for policyholders and insurers, reporting incidents involving underground service damage. This role is essential for conducting initial claim assessments, gathering critical details, and ensuring accurate data entry into DASA’s Claim Management System (Metrix). Exceptional customer service and strict compliance with GDPR regulations are fundamental to this position.

Applicants should ideally live in the Stockport / South Manchester Area.

Key Responsibilities

Initial Claim Assessment:

• Act as the first point of contact for policyholders reporting underground service damage.
• Perform an initial triage, collecting vital information such as the location, nature of the damage, and any immediate safety concerns.

Claim Management System (Metrix) Updates:

• Accurately and efficiently input all claim details into DASA’s Claim Management System (Metrix).
• Document all updates and communications thoroughly to ensure smooth case management for the claims handling team

Data Entry and Documentation:

• Record all claim-related information with accuracy and attention to detail.
• Upload supporting documentation, including photos or reports provided by policyholders and other stakeholders.
• Ensure accurate and timely updates to insurance client portal systems.

GDPR Compliance and Data Security:

• Handle personal and claim-related data in compliance with GDPR and company privacy policies.
• Safeguard sensitive information, ensuring secure storage and restricted access to authorised personnel.

Customer Support and Communication:

• Provide clear, empathetic, and professional assistance to policyholders during the initial claims process.
• Address enquiries and concerns while offering reassurance and outlining next steps.
• Escalate complex claims or urgent cases to senior claims handlers when necessary.
• Communicate effectively with insurance clients and industry partners.

Team Collaboration:

• Collaborate closely with internal teams, including the technical claims and scheduling departments, to ensure seamless claim progression.

Key Skills and Requirements:

• Strong communication and interpersonal skills.
• High attention to detail and accuracy in data entry.
• Ability to manage sensitive information with confidentiality and professionalism.
• Customer-focused mindset with the ability to handle challenging situations empathetically.
• Familiarity with GDPR regulations and data protection practices.
• A clean DBS 

Benefits

• Attractive salary and benefits package.
• Enhanced annual leave package
• Competitive pension scheme 
• Training and career development opportunities through the DASA Academy 
• Career progression
• Regular team social and charity events throughout the year 

This role offers an opportunity to join a dedicated team at the forefront of managing underground service claims, ensuring exceptional support for our policyholders and insurance clients. Apply now.