Customer Fleet Claims Handler in Newcastle upon Tyne

We always want to deliver great service to our customers, but we can’t do that without taking care of our REAL number one – and that’s you. We are recruiting for Fleet Claims Handlers. You will not only be provided with all the training and support you need to excel but also be looked after with an outstanding benefits package, including hybrid working. You’ll be able to use your claims experience and knowledge to ensure optimum claims solutions are delivered to customers and third parties. We are looking for someone with excellent negotiation and influencing skills. If this sounds a bit like you, we'd love to hear from you.

Responsibilities:

• Manage a portfolio of customer fleet claims from notification to settlement, determining liability and indemnity in line with policy cover and delegated authority.
• Deliver a customer‑focused claims service that is timely, clear, and straightforward for fleet customers and brokers.
• Set and maintain accurate reserves, identify potential fraud, and take early, proportionate action to manage risk and control claims spend.
• Provide clear technical guidance and manage expectations, progressing claims efficiently to minimise disruption for customers.
• Work with approved repairers, engineers, and suppliers to deliver quality outcomes, maintain service standards, and minimise leakage.
• Take accountability for claims outcomes, aiming for first point resolution and keeping customers informed in an open and approachable way.
• Build and maintain effective relationships with brokers, fleet managers, and internal stakeholders to support retention and service excellence.
• Contribute to continuous improvement through audit feedback, learning, and development of technical and negotiation capability.
• Ensure compliance with FCA requirements, internal governance standards, and regulatory expectations, applying sound judgement and a customer‑first approach.
• Support wider business objectives and change initiatives aligned to the Claims strategy.

Knowledge, Experience and Qualifications:

• 2 years Fleet handling experience or experience in a claims handling role.
• Strong experience in customer fleet and motor claims, including liability assessment, indemnity management, and vehicle repair processes.
• Good understanding of FCA requirements, FOS approach, and Treating Customers Fairly principles.
• Proven ability to manage workload effectively, prioritising in a fast‑paced claims environment.
• Strong negotiation and influencing skills, balancing commercial outcomes with positive customer experience.
• Analytical and confident decision‑maker, able to assess risk and reach clear, objective conclusions.
• Comfortable using claims systems, IT tools, and management information.
• Sound understanding of negligence and motor accident liability.
• Customer‑focused communicator, able to explain complex issues clearly, simply, and empathetically.
• Experience working with suppliers, repairers, and engineers to deliver efficient and seamless claims outcomes.

Why Join Us?

We're all about helping you grow, with plenty of support to develop in your current role whilst also creating opportunities to explore new ones and advance your career. We realise that we need to be a good fit for you above all else – so here’s what you can enjoy about AND‑E:

• Recognised as the Best Large Insurance Employer: We are proud to have been named the Best Large Insurance Employer for 2023 at the prestigious British Insurance Awards.
• Unmatched Work‑Life Balance.
• Competitive Salaries and Benefits Package: We offer competitive salaries that recognise your skills and expertise.
• We champion choice, flexibility, and balance in both work and home life.
• Our commitment to diversity, equity, and inclusion ensures everyone feels valued and supported — including embracing neurodiversity and providing the tools needed to thrive.
• We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle.
• Up to 25 Days annual leave with the option to buy/sell up to 5 days holiday.
• 5% Discretionary Annual Bonus.
• Healix Private Medical Insurance Options.
• 3 x Annual Salary Life Assurance.
• A range of health, wellbeing, and financial support benefits, including money back on health expenses, Employee Assistance Programme, Flu Jab voucher, Virtual GP service, and driving lessons for you and your family.
• Additional perks such as a pension advisory service, family‑friendly policies, season ticket loan, cycle scheme, and financial flexibility through Wagestream.

Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics). At AND‑E, equal opportunity is more than a policy—it’s a promise. We welcome applications from all individuals regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sexual orientation, or any other protected characteristic.

If you require any adjustments to support you during our recruitment process, please let us know. We’re committed to making the process accessible and are happy to help.