We are looking for a proactive and customer-focused Claims agent to join our team. Acting as the first point of contact, you will manage a variety of claims including motor, accidental damage (AD), and cases involving third-party intervention.
This is a multiskilled role requiring strong judgement, empathy, and the ability to manage claims from first notification through to resolution. You will play a key role in delivering a high-quality customer experience while meeting performance and regulatory standards.
Key Responsibilities:
- Provide professional and empathetic support to customers reporting claims, ensuring their needs and expectations are clearly understood
- Handle a high volume of inbound calls relating to motor accidents and AD claims, capturing accurate and detailed information
- Manage claims end-to-end, acting as the main point of contact for customers and providing timely updates throughout
- Identify and escalate high-value, complex, or sensitive claims to the appropriate teams
- Handle claims involving third parties, liaising with external insurers, suppliers, and stakeholders to progress cases efficiently
- Apply effective questioning techniques to identify potential fraud indicators and support decision-making
- Resolve customer complaints in line with internal processes and FCA requirements
- Maintain accurate records across all systems and ensure workloads are managed within agreed deadlines and quality standards
- Support continuous improvement by maintaining up-to-date knowledge of products, processes, and industry developments
- Communicate with customers across multiple channels including telephone, email, and written correspondence
About You:
- Strong communication and interpersonal skills, with the ability to handle complex and sensitive conversations
- Experience in claims handling, ideally across motor, AD, and/or third-party cases
- Ability to manage a varied workload and prioritise effectively in a fast-paced environment
- High attention to detail and strong organisational skills
- A team player who can also work independently with confidence
- Knowledge of insurance products and claims processes is desirable
What We Offer:
- Opportunity to develop within a multiskilled claims environment
- Ongoing training and development
- Supportive team culture