Customer care is at the heart of our Claims team. We provide a smooth and supportive claims experience, and we want people with strong telephone skills to help make that happen.
As a Phone Claims Handler, youll be the main point of contact for policyholders over the phone, helping them through the claims process with empathy, clarity, and professionalism. Your calls will ensure claims are handled accurately, efficiently, and fairly.
What Youll Be Doing
* Handling inbound and outbound calls to manage customer claims from start to finish.
* Communicating clearly and proactively over the phone to keep policyholders informed.
* Delivering against service standards, SLAs, and KPIs.
* Identifying recovery opportunities and minimising costs.
* Following regulatory requirements (including FCA Consumer Duty).
* Working closely with your team and line manager to improve the claims process.
What Were Looking For
1. Proven phone-based customer service experience with excellent verbal communication.
2. Ability to manage sensitive conversations with empathy and professionalism.
3. Strong attention to detail and high accuracy in processing claims.
4. Ability to manage and prioritise workload effectively.
5. Understanding of motor insurance and claims handling processes is desirable (training provided if new to i...