Jake Ellis-Hyde

Responsibilities:

• As a building specialist handler within RSA, handling various types of customers and project managing (Agile) the entire scope of claims from start to finish.
• Handling a portfolio of medium to high complexity claims with a potential outlay of £5,000 to £30,000.

Results:

• Project managing over 600 claims throughout my career with a high level of Customer and management satisfaction.
• Achieving a high level of cost control within the specialist team being able to control costs within a level that puts myself performing in the top 5% of claims cost control whilst providing fast and efficient claims journeys for clients
• Consistently receive positive feedback from customers and high-level management within the company.

Responsibilities:

• Supporting a Project Manager with new reporting product Implementation within RSA.
• Translate senior management directives into actionable front-line processes and implement changes with staff.
• Design and implement training to further develop staff based on business goals.

Results :

• Developed a major training drive on alternative accommodation, after delivery this has saved an average of £5,000 to £11,000 on alternative accommodation whilst getting help to customers who need it most.
• Delivered allocation change across 2 sites and 14 teams around the water supply claims process decreasing complex claims journeys on average by 3 months.
• Currently involved with a new risk analytical system update on the back of the new reporting product.

Responsibilities:

• Handle all claims and communications within established service-level agreements.
• Handle initial claims enquiries with attention to first-class, personal service.
• Achieve positive claim outcomes through careful case management.

Results:

• Supported and handled a large surge event during storms handling up to 120 claims in my portfolio
• Gaining a promotion within the company after only just joining the company.

Responsibilities:

• Organising bespoke requirements for drivers and their cars, damaged by my client's vehicles.
• Providing advice, both in the legal sector and personal issues such as replacement hire vehicles for third parties involved in incidents and settlements with claim handlers.
• Active claim management of over 100+ claims.

Results:

• Proven my ability at gathering, recording, and distributing complete documentary evidence at a rate of 98%.
• Been praised for maintaining strict confidentiality when dealing with sensitive client information, ensuring staff members followed suit through coaching.
• Valued vehicle repairs by assessing size and condition against benchmarks to an accuracy of 95%.

Responsibilities:

• Maintaining excellent client satisfaction by providing in-depth support.
• Listening actively to offer accurate information and the best solution to their needs.
• Maintaining excellent working relations with numerous external clients, providing timely emails with funds and valuations.

Results

• Provided training to new starters providing comprehensive support to many age groups and backgrounds with great feedback received.
• Built customer rapport by providing friendly, genuine service, Receiving an average Net promoter Score of 98%.