Customer Fleet Claims Handler in Wallsend

Responsibilities

• Manage a portfolio of 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.

Qualifications

• Strong experience in 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.
• 2 years of fleet handling experience or experience in a claims handling role.

Benefits

• 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 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 offer a benefits package focusing on colleagues’ health, wealth, and lifestyle.
• Key benefits include:

• 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× 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.