Job Profile. Postholder will be required to determine liability and quantum on claims made against the Authority.

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1 Job Profile Job Title: Claims Handler Date Completed: October 2014 Job Reference Number: T7CS002 Tier: Tier 7 Job Band: Band 3 Functional Area: Corporate Services Accountable to: Insurance Manager Job Dimensions: No direct budget or line management responsibility. Postholder will be required to determine liability and quantum on claims made against the Authority. Interfaces with ECC officers at all levels including Members, Lawyers, schools and other external organisations including insurers, underwriters and broking organisations. The postholder will also be required to have regular contact with members of the public. The Role: The Claims Handler will support the Insurance Manager and Senior Claims Handler in delivering a high-performing, client-facing, professional and timely insurance claims handling service to Essex County Council. The postholder will be expected to undertake investigations and determine liability and quantum for public liability claims received by the Authority. They will be a key member of the team, ensuring the Council delivers its service in accordance with the timescales and standards laid out in the Civil Procedure Rules and any other Ministry of Justice guidelines. This issue: 01 October

2 Job Purpose Summary: The purpose of this role is to assist the Insurance Manager and Senior Claims Handler with the successful delivery of the Council s insurance claims handling services. The Claims Handler will determine acceptance or denial of legal liability on public liability claims made against the Authority. The Claims Handler will be proactive and creative in anticipating customer needs and constantly driving to ensure the Team deliver an effective, efficient service. Key Responsibilities and Accountabilities: Non Line Manager Core Accountabilities Understand the needs of your customers and deliver the best possible outcomes through exemplar behaviour in accordance with ECC s Values and Core Organisational Behaviours. Work flexibly and collaboratively across structural boundaries in support of key outcomes. To contribute to development of organisational capability by taking ownership of your own training and development, including identifying and taking part in training and development activity and responding to feedback on performance. Thinking creatively, challenging the norms, and constructively challenging those around them (including those more senior) to ensure continuous improvement and commercial astuteness, and inspire the same in colleagues. Take responsibility for identifying and actioning areas of risk including Health and Safety and Business Continuity. Work as part of project or process teams as required under the new operating model, ensuring excellent cross functional output. Role Specific Accountabilities Manage and handle public liability claims made against the Authority. Provide accurate claim reserves and escalate any claims where the reserve is required to be increased above handling limit. Undertake timely investigations to determine acceptance or denial of legal liability in accordance with the timeframes determined by the Civil Procedure Rules and any other Ministry of Justice guidelines, and determine quantum. This will entail determining if appropriate legal protocols have been met by solicitors and litigants. Gather suitable evidential documents to both support effective and efficient claims handling

3 and to enable compliance with the relevant disclosure requirements. Report regularly to the Senior Claims Handler on the position of claims. Provide responses to Freedom of Information requests and ensure these are completed correctly and in a timely manner. Keep abreast of relevant regulations, legislation and case law. Knowledge, Skills and Experience (maximum 10): Experience in handling liability claims. Able to manage and prioritise own caseload. Excellent interpersonal skills and an ability to communicate clearly and accurately to a variety of audience, both internal and external. Ability to work accurately and quickly under pressure. Good negotiation and investigation skills. Competencies and Behaviours: The postholder must behave in accordance with ECC s Values and Behaviours. Non Leadership Behaviour Matrix. These behaviours are intended for ECC team members and independent contributors. CLEAR By being clear about my role and the service that I provide, I help ECC deliver successful outcomes for the Essex community. ACCOUNTABLE By taking personal responsibility for my actions and the achievement of my objectives, I understand how I contribute to improving ECC s performance. INNOVATE

4 By being open to change and putting forward my ideas to adapt and improve services, I play a role in improving ECC s performance. TRUST By building trusting relationships with my team and ECC s customers I contribute to the success of my team and of ECC. CUSTOMER CENTRIC By understanding and delivering against the needs of my customers, I help to deliver the best possible outcomes for the wider Essex community. DELIVER By consistently meeting or exceeding quality standards, deadlines and achieving my personal goals, I help my team to deliver effective services to the wider Essex community. DRIVE By taking the initiative to get my job done I contribute to the success of my team and ultimately improve outcomes for the Essex community. SELF-AWARENESS By understanding my own personal style and how this affects how I behave, I find the best way to work with my colleagues and customers. Work Style: Office based. An office based employee will spend most of their working time at a desk. They will rarely attend meetings and are unlikely to be away from the office. They may, however, work flexibly on an infrequent/ad-hoc basis. Flexible office based. A flexible office based employee will have a main base but will either attend regular meetings, and/or work flexibly on a more frequent basis. Mobile. A mobile employee has a nominated ECC base but spends at least 50% of their time working flexibly. Home based. A home based worker has no nominated ECC base and spends at least 80% of their time working at home.

5 Safeguarding: Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment. Role Requirement: This role does not require a DBS (CRB) check. JP Owners Signed Date Karen Gooch Pre-employment Checks: Role Requirement: Not working with children or vulnerable adults or not in a specified place. Pre-Employment Check Self Declaration (Unspent convictions only) Definition A declaration of unspent convictions must be completed by all employees who do not work directly with vulnerable adults or children. References A minimum of two employer references will be required - one of which must be the last employer. Any gaps of 4 weeks or more will be explored by the manager at interview stage. Where requested by the manager additional character references will be taken up. Medical All new recruits are required to complete a medical health declaration. ID/ Eligibility to work in the UK Proof is required in line with UK Border Agency requirements and original documentation will be sought i.e. passport or full birth certificate. Regulatory qualifications and professional registration (subject to role) Original qualification certificates and proof of registration with a professional body is required (if applicable). Protocol Check A check against the individuals name on the Social Care

6 (SCF - Children s Social Care Team only, now known as Family Operations) electronic database will be administered. Safer Recruitment Consultant Signed Date