Planning & Claims Progression Administrator

The Planning & Claims Progression Administrator is responsible for the logistical planning and allocation of new and existing jobs to operational staff.

The role ensures that work is scheduled effectively, journeys are appropriately planned, sufficient time is allocated for work to be completed on site, and ongoing jobs are monitored to enable them to progress in line with estimated completion dates and scheduled costs.

The role will work closely with the Claims Manager, Contents Manager, Lead Technical/Operational staff and operational teams to ensure resources are allocated efficiently and customer requirements are met.

• Proactively manage the diary for all operational staff.
• Plan and allocate new and additional work instructions to the appropriate skills group.
• Allocate specific timeslots to ensure sufficient time is available for required works.
• Liaise with Claims Managers, team members and Lead Technical/Operational staff to agree suitable visit dates and times.
• Plan efficient journeys and ensure operational resources are allocated appropriately.
• Ensure all staff and allocated vehicles are correctly recorded within the diary.
• Keep operational staff notification boards accurate and aligned with the diary.
• Arrange accommodation for external staff where overnight stays are required, ensuring suitable locations and costs.

• Proactively monitor and review Work in Progress (WIP) against estimated completion dates and timescales.
• Identify potential delays or failures at an early stage and discuss these with the Claims Manager.
• Ensure jobs are progressing in line with expected time frames and completion dates.
• Monitor storage claims and ensure expected return dates are reflected in the diary, unless an extension has been agreed.
• Ensure sufficient resources and time are allocated in line with scheduled costs.

• Work closely with the Claims Manager, Contents Manager and Lead Operational staff to ensure effective planning and allocation of work.
• Liaise with colleagues across the administration team to ensure workloads are managed effectively.
• Support incoming telephone calls as required, with a focus on maintaining a prompt and professional response.
• Participate in the management of out-of-hours telephone calls on a rota and ad-hoc basis.
• Maintain accurate administrative records and information.
• Handle confidential and sensitive information appropriately.

• Identify opportunities to improve work allocation, administration and customer service processes.
• Work collaboratively with colleagues to improve communication, efficiency and service delivery.
• Promote health and safety awareness within the office and wider business.
• Develop knowledge and experience of the disaster restoration industry.
• Support other operational administration and business activities when required.

• Be flexible with working hours during periods of increased demand.
• Be willing to attend operational sites to develop an understanding of the work undertaken, job timescales and the requirements of operational teams.
• Undertake other reasonable duties consistent with the role and terms of employment.

The successful candidate will ideally have:

• A good standard of education.
• Experience of customer communication and involvement.
• A good understanding of administrative working procedures.
• Experience of logistical planning and resource allocation.

• Excellent communication skills and professional telephone manner.
• Strong organisational and planning skills.
• Ability to proactively diarise jobs and reschedule work at short notice.
• Ability to work effectively under pressure.
• Strong interpersonal skills and the ability to communicate professionally at all times.
• Ability to work effectively with colleagues to maintain continuous workflow.
• Good computer literacy.
• Experience using Microsoft products.

• Ability to logically plan site jobs, ensuring efficient routes and effective allocation of resources.
• Ability to work effectively and efficiently both independently and as part of a team.
• Ability to manage competing priorities and respond positively to changing requirements.
• Ability to deal appropriately with confidential and sensitive information.
• Ability to communicate effectively with operational teams and management.
• Ability to identify potential scheduling issues and take proactive action to resolve them.

We are…