Role: Claims Handler Location: Birkenhead Permanent Job Purpose: To work within a Claims environment, processing and handling of new and existing Structural Warranty claims. You will manage your own caseload of claims within a delegated authority, aiding and supporting the Claims Team Leader and Head of Claims, liaising as necessary with Policyholders, Solicitors, Technical Surveyors and insurers, and operating strictly within FCA Regulations & Guidelines. Key Responsibilities: Answering calls and emails from Policyholders, providing advice on the claims process and an excellent customer experience at all times. To act as the main point of contact for Policyholders who have submitted a claim Collect accurate information and documents to proceed with a claim ensuring that all information is accurately recorded and maintained on the claim file. Assess a claim made by a policyholder fairly and consistently to ensure that correct coverage decisions are made. Proactively manage your own caseload of Structural Warranty claims, of small to medium value and complexity, ensuring they are correctly handled and that there is a fair and prompt settlement of any valid claims. Work with the Recoveries Team to highlight potential recovery and/or mitigation opportunities Set and maintain appropriate reserves throughout the lifecycle of all claims Handle claims declinatures and appeals Ensure the customer is treated fairly at all times Work closely with insurers and solicitors when needed Adhere to legal requirements, industry regulations and customer quality standards set by the company. Regularly review and improve existing processes Undertake any other duties as reasonably required Key Skills & Experience: Good experience in handling claims and providing excellent customer service Investigation skills A general understanding of the insurance market and related products Ability to deal professionally with clients/management/staff at all levels Ability to work under pressure to a high standard A high level of written and verbal communication skills A strong decision maker Enthusiastic and committed with a desire to achieve and exceed targets A high level of listening and problem solving skills Excellent prioritising skills Able to react quickly and effectively when dealing with challenging situations Proven experience of understanding the importance of providing excellent customer service and experience in delivering customer support Work well with other team members Working knowledge of FCA Regulations Well organised and conscientious with ability to plan and monitor work tasks Good IT skills, including Windows Office Suite Educational Requirements : To have or be working towards insurance related qualifications such as CII Benefits: Annual bonus Excellent pension scheme Private Medical Insurance Enhanced Maternity/Paternity leave (after 2 years’ service) 25 days annual leave plus bank holidays x2 well being days per year