Claims Handler Review

The job entitles taking calls regarding customers motor claims. I deal regularly with liability, hire, vehicle repairs and also complaints. A normal day usually consists of about twenty plus calls and multiple activities taken from a daily spread sheet. I have two breaks and a lunch throughout the day which change each day.

Yes, I have developed lots of new skills and improved on existing skills. For example, my customer care has increased hugely from my previous job and I have become come compliant with dealing with customers of different personalities. Also I have developed a new skill where I am able to 'flex' towards a customer in order to obtain their trust and confidence.

I enjoy the job and the people I work with vastly improve my experience here however, in regards to my training providers I believe an improvement could be made in regards to reliability, structure and arrangement. I think this on the basis of experience where we've never been given a straight answer, meetings have been scheduled incorrectly and there is no real work other than reading chapters in a book and completing a quiz after this. I think this can be improved on as this only helps certain types of learners and not everyone individually.

In all honesty I believe the programme is structured poorly in regards to the training providers. The company we work within attends to all our training and meetings and understands our queries however the training providers lack organisation as seen in meetings being held late and incorrectly prepared for. Also, as apprentices we ask multiple questions in some scenarios and feel we never get a straight answer in some case and it's more of a 'beating around the bush' response.

My employers supports us brilliantly. They accommodate to all our needs as apprentices and support us as best they can. All meetings and training schedules are set up in our weekly work plan so we never miss out on an allocated time and if there is a problem they attempt to fix it within minutes.

The support we receive is minimum, we receive the occasional email and have a meeting once a month where we discuss the chapters we've read. I understand that there isn't a lot more a training provider can do however, I feel activities could easily be in cooperated into the programme so we are able to learn in different situations.

I feel the qualification does not help at all with my role with my employer as it seems to have nothing to do with the actual job and is more focused on teaching you the history of insurance rather than the current stance. Also, when there is a modern piece of information it seemingly isn't important and could easily be disregarded as useless.

Yes, colleagues regularly go out together on social activities and occasionally football is set up between teams. Also there is meetings regarding different parts of the business and how the business is looking to move forward. We have meetings from supervisors and directors within the business occasionally and are always given constant updates of changes through our emails.

Yes

Direct Line as an employer have been brilliant. This is because of the relaxed yet hard environment and also because everyone you meet is friendly and willing to help you. Also, as your employer they try to help you personally improve all the time whether it be within the business or as an employer.

I'd advise them to listen to everything their told and to be not be afraid of being wrong as there is a huge amount to learn. I'd also advise that they be willing to understand the customers perspective rather than dismissing them as 'moody' as it helps with customer care and improves your speaking ability.