Customer Service Claims Handler

Role

Customer Service Claims Handler

Location: Liverpool

Salary: GBP25,877 starting salary, plus an up to GBP1,500 performance‑related annual bonus, paid quarterly once established within your role

Working hours: 37.5 hours per week, 7.5 hours per day. Monday to Friday rotating shifts between 8:00am to 6:00pm, plus 1 in 5 Saturdays

About The Role

In the role of Customer Service Claims Handler, you will effectively manage a portfolio of motor claims encompassing accident damage from infancy through to settlement. You will work as part of a team to proactively deliver outstanding service and create a positive customer journey.

What You Will Be Doing

• To work as a team to proactively manage a portfolio of customer repair claims through to settlement
• To ensure that complete and thorough indemnity investigations are carried out on all claims
• Work closely with suppliers to fulfil customers needs during their claims journey
• Utilising our in‑house engineers to assess whether the damage sustained is a repairable prospect
• Accurate payment to our customers and their representatives regarding claims settlement
• Demonstrate effective communication skills whilst engaging with our customers through various channels
• Data integrity is key when keeping a record of all activity undertaken throughout the life of the customers claim
• In first party claims our purpose is to help our customers when they need us the most with speed, ease and understanding.
• Listen to understand and help our customers focusing on what matters the most to them
• Role model a quality comes first mindset at all times
• Take full ownership of a customer query only hand‑off when its an exception
• Utilise support from others and tools available when needed
• Focus on solutions for the customer ensuring you take the right route, not always the easy one
• Remove barriers wherever possible in the customers journey to improve overall satisfaction
• Factor in the commercials when resolving the customers claim

What We Are Looking For

• Relevant experience in a claims environment or a role within a customer service environment
• Ability to work in a culture of openness, trust and respect
• Working as a team is essential
• Attention to detail
• Demonstrate great customer service skills
• Remain professional and resilient when handling customer complaints
• Motivated self‑starter who is confident and a persuasive communicator
• PC literate with excellent administration and processing skills
• Endorse and drive the company values and behaviours

Benefits

• 35 days holiday (including bank holidays) with additional buy/sell options
• 24/7 mental health support and free counselling available
• Grow with us: Through career fairs, leadership programs, and learning on the go
• Flexible benefits, including early access to salary via our internal platform
• Hybrid working options to support work‑life balance and individual needs
• Recognition awards, social events and more

Our Commitment To Our Colleagues

• Mindful Employer
• Disability Confident Level 1 and 2
• Menopause Friendly accredited
• Armed Forces Covenant signatory
• Great Places to Work 2024/25
• Best Place to Work for Development
• Best Place to Work for Women

Seniority level

Entry level

Employment type

Full‑time