At MPL Claims, we’re passionate about making the claims process smoother, smarter, and more customer friendly. Founded in 2018 and now part of the ERGO Group, we act as an in-house third-party administrator (TPA), managing a variety of claims, Motor, Property, and Liability for both internal and external clients.
We’re a tech-led business that designs and builds our own claims management solutions from the ground up. Our innovative platform helps us deliver a modern, seamless experience for customers while maintaining efficiency and cost-effectiveness for our partners.
The Role:
We are seeking a detail oriented, customer focused First Notice of Loss (FNOL) Handler to join our Property Claims team. In this role, you will be the first point of contact for customers reporting property damage or loss. You will capture accurate claim information, assess urgency, provide clear guidance on next steps, and ensure each customer receives a supportive, efficient claims experience.
Responsibilities:
* Receive inbound FNOL calls and ENOL submissions from policyholders, brokers, and other parties.
* Handling outbound calls to policyholders, brokers and other stakeholders.
* Inbox management, prioritising claims & responding to queries in line with service level agreements.
* Gather and verify essential claim details, including incident facts, property information, coverage data, and contact information.
* Deliver empathetic, professional, and clear communication during potentially stressful situations.
* Maintain high standards of data quality, accuracy, and confidentiality.
* Adhere to regulatory requirements, internal procedures, service-level agreements, and quality standards.
* Document all communications and updates in the claims management system.
Requirements:
* Experience in customer service is essential, with telephone-based experience considered an advantage
* Strong communication and active-listening skills.
* High attention to detail and ability to record information accurately under time pressure.
* Ability to handle sensitive or distressed callers with professionalism and empathy.
* Good organisational skills and proficiency with claims or CRM systems.
* Passionate for providing the best customer service.
* Polite and enthusiastic with a can-do attitude.
* Professional communication skills.
What we offer:
* Additional annual leave with service, plus additional paid day leave for your birthday.
* Wellbeing packaged including free PT sessions, private medical insurance & health cash back plan.
* Professional qualifications along with continual professional development.
* Free parking, pension, full time hours of 35 hours a week.
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