Customer Claims Handler

AND- E are currently recruiting for a Multiskilled Customer Claims Handler in Newcastle upon Tyne, preferably with a minimum of 2 years experience . HYBRID WORKING- 37.5 hrs (Monday-Friday). Salary – up to £28,000.00 dependent on experience. You will take full responsibility for supporting our customers throughout their claims journey, from the moment they report a claim to assisting them with any queries related to the repair or loss of their vehicle. Our team delivers proactive First Notice of Loss (FNOL) and accident/network management support to ensure the customer journey is as swift and cost-effective as possible. We strive to minimize failure demand at every point of contact, providing a seamless and efficient experience for our customers. Why Join Us? Our community values flexibility and understands that life happens. We support balancing work and personal commitments, like attending a child’s school play or managing home deliveries. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone— including neurodiverse individuals—feels valued and has the tools to thrive. We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle. We offer: * 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*. * Subject to company performance and completion of probation Responsibilities * Be the first point of support for customers after an accident – guiding them, confirming liability, and getting the right help in place fast. * Take ownership of claims from start to finish, settling them quickly and cost-effectively. * Deliver an outstanding customer experience by making sure every decision aligns with the policy and claims process. * Investigate thoroughly, spot potential fraud, and make accurate liability calls early. * Resolve issues on the first call wherever possible – keeping promises and keeping customers updated. * Play your part in bringing our Claims strategy and vision to life. * Negotiate confidently with other parties to secure the best outcome on liability and costs. * Drive every claim towards a swift, successful settlement – cutting out delays and repeat work. Knowledge and Experience * Preferably a minimum of 2 years claims experience. * Proven experience within a Customer facing motor claims role. * Understanding of the FCA regulatory regime, FOS ethos and TCF initiatives. * Ability to plan and organise own workload. * Sound negotiation and influencing skills. * Good level of both verbal and numerical reasoning, analytical, objective, solves problems by developing and applying solutions. * Proficient in using IT word processing and spreadsheet packages. * Understanding of the principles of negligence and how this applies to motor accident liability. * Demonstratable knowledge of motor claims (Indemnity, Liability, Accident Management). – Dealing with customers and third parties in a high emotional state when often having to deliver ‘bad’ news. 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)