Customer Claims Agent

Exciting opportunity as a Claims Handler. 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

What we are looking for

• 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

Why Apply?

This is a great opportunity to help shape our Insurance offering. You'll have the opportunity to build your claims knowledge, develop your investigative skills and play an important role in delivering an excellent experience for our customers.

If you're customer-focused, detail-oriented and enjoy taking ownership of a varied workload, we'd love to hear from you!

(Application close date 24th November 2026, Interviews will take place WC 30th November, please advise of any restrictions regarding interview dates at application)