RCA Case Manager

JR United Kingdom; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job description

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Job Description – What is a Case Manager

A Case Manager is responsible for the administration of client interactions, leading to assessment administration. This involves reviewing client supplied information, quoting, setting up and allocating a survey, assisting with invoicing the survey if required. The Case Manager is the main client face of BCH and the interface between the client and the BCH assessment team.

A Case Manager will be expected to engage with the Administration Executives to ensure the services they are working on are moving forward and that their tasks are completed in a timely manner to the right standard.

The role will also include working with the Business Analysis team to manage our operating system, ensuring that quotes and assessments are accurately populated, and maintaining data integrity through regular cleansing and validation. On occasion, the role will include assisting the Office Manager with Health and Safety compliance.

Day to day of the role

A Case Manager is required to work from BCH head office in Formal House, Cheltenham.

On a typical day, it is assumed that the Case Manager will handle enquiries, raise opportunities, provide quotes, create and allocate assessments, issue assessments and report to the Administration Executive. For the most part, a normal day might include clearing all dashboard tasks and ensuring that clients' requests are dealt with within company KPIs.

Regular interface with the Business Analyst and Office Manager will be required to ensure all the other relevant tasks are addressed.

Reporting Structure

A Case Manager will report to the Office Manager. On a day-to-day basis, an Administration Executive for each of the specific service lines will provide allocated tasks and duties.

Expectations of the role

The key to success lies in the accuracy of the information gathered and inputted during the initial stages of instructed assessments and having the confidence to refer back to the customer if required. The Case Manager should be self-motivated and able to work independently. Attention to detail is important, coupled with organised, clear record keeping, recording of information, and relaying relevant information to other members of the team and superiors.

Roles and Responsibilities

1. Answering and assisting with client enquiries, by email, portal, webform or telephone call.
2. Review information supplied by clients.
3. Discuss questions with clients by telephone or email and request additional information as required.
4. Record and input accurately all information related to the survey into BCH in-house IT system including all relevant fields and supporting information that may be of use.
5. Provide quotation in a professional and compliant manner; undertake suitable action on client response including closing cancelled quotes or setting up an order.
6. Set up assessment files and allocate to appropriate Assessor.
7. Ensure relevant stakeholders are copied into correspondence, particularly for referral customers.
8. Maintain service standards for your own activities.
9. Understand BCH core services and be able to advise clients on what service is appropriate and what it entails.
10. Clear personal dashboard and provide support to other Case Managers as instructed by the Administration Executive.
11. Respond to queries and complaints from any stakeholders thereafter, in conjunction with Area Managers and other senior managers.
12. Undertake and be motivated to complete CPD hours that are either organised by the Company or yourself.
13. Abide by all company policies and procedures, and to keep up to date with any revisions.
14. Be aware of and abide by the company's Health & Safety Policy at all times.
15. Assist Managers and Directors as and when required.

Education Profile

1. Education to GCSE/A’Level or equivalent. A minimum level of grades A-C or 4-9 for Maths and English.
2. Strong IT skills and a good working knowledge of Word, Excel and PowerPoint.
3. Cert CII. Not a requirement initially but expected during employment.
4. Ability to work using own initiative as well as part of a team.
5. Strong organisation and planning skills with the ability to effectively prioritise workload.
6. Excellent customer service and communication skills both written and verbal as well as being comfortable communicating at all levels.
7. Demonstrate a high level of flexibility at all times.
8. Meticulous attention to detail.
9. Ability to work under pressure and to tight deadlines.

Who are BCH

Founded in 2006, BCH are a professional services company providing services to the insurance industry and in Property and Construction. With expertise in Loss Adjusting, Quantity Surveying, Construction and insurance, BCH remains focused on bringing expertise to the business to provide quality and reliable services.

Since its formation, BCH focused on providing Reinstatement Cost Assessments, diversifying into Benchmark Digital Valuations and Residential Risk surveys to service the insurance and risk management space.

What BCH Do in Reinstatement Cost Assessments and Risk Management

Specialising in Reinstatement Cost Assessments (RCAs), BCH offer attended RCAs, Major Reviews and Revisits to provide accurate declared values to the insurance professionals and or the insured for the purposes of setting the sum insured in the policy.

Benchmark is the eValuation service by BCH, a desk-based, RCA service that is quick, great value and offers an early indication as to a building's potential requirement for a full attended Reinstatement Cost Assessment.

BCH’s Residential Risk Services have developed from the Higher Net Worth RCAs undertaken for insurer clients. Now service key insurers in the industry, BCH are specialists in providing risk information, in addition to an RCA, for the Underwriters to assess the risk.

BCH’s Reinstatement Cost Assessment and Risk Management Services are constantly looking at ways to improve how customers can quickly establish accurate Reinstatement Costs and as such, invest heavily in innovation to make access to an accurate Reinstatement Assessment as easy as possible.

BCH are a leading supplier of Reinstatement Cost Assessments, and are continuing to grow in the sector.

BCH RCA and Risk Customers

BCH work with everyone who has an insurable interest in buildings. From major composite insurers and national brokers to single dwelling homeowners, BCH offer a value-add service to anyone with a buildings insurance policy that recognises the benefit of starting with an accurate Reinstatement Valuation.

Direct applications only, please. Applications via recruiters will not be considered.