Claims Handler and Customer Service Advisor
Full Time position; Monday to Friday – 8.30am to 5pm
Our Client
Our client NFU Mutual offers a wide range of products and services, including general insurance, life insurance, pensions and investments and has been providing quality insurance for its customers, for over 110 years. They carefully balance delivering excellent service to their customers whilst ensuring the business is run effectively. As a mutual society, supporting their customers and paying their claims comes first. They are a top ten UK insurance company and the UK’s largest rural insurer, with an agency network of over 250 local offices.
About the Agency
At local level, the NFU Mutual North Hampshire Agency delivers trusted insurance and financial advice that gives their community confidence, security and peace of mind. They are a business where honesty, integrity, and trust are at the heart of their values. They champion the personal approach to customer service that NFU Mutual are famous for.
About the role:
An exciting opportunity has arisen within the North Hampshire Agency for a Claims and Customer Service Advisor. You will play a key role within our local Agency, taking ownership of customer claims from first notification through to resolution. You will provide clear, professional and empathetic support throughout the claims journey, ensuring each claim is progressed efficiently and customers are kept informed. As a Customer Service Adviser, you'll be supporting both new and existing customers with their insurance requirements while delivering a personal and professional experience at every stage of the customer journey.
Key duties and responsibilities will include:
- Managing insurance claims from initial notification through to settlement, ensuring all information is accurately recorded and processed.
- Acting as the main point of contact for customers throughout the claims journey, providing regular updates and clear guidance.
- Reviewing and investigating claims, gathering relevant information and documentation, and identifying any outstanding requirements.
- Liaising with NFU Mutual claims teams, loss adjusters, suppliers and other relevant parties to support fair and timely claim outcomes.
- Monitoring claim progress and proactively following up outstanding actions to help achieve timely resolution.
- Maintaining accurate claims records and completing all related administration to a consistently high standard.
- Handling customer enquiries by telephone, email and in person, delivering excellent customer service at all times.
- Supporting customers with quotations, renewals, adjustments and the sale of motor and personal insurance policies, ensuring their needs are met effectively.
- Supporting the wider Agency team with general customer service and administrative duties when required.
- Identifying opportunities to assist customers with their wider insurance needs and referring enquiries to the appropriate colleague.
- Following internal procedures, regulatory requirements and data protection standards at all times.
About you:
You will be an experienced, customer-focused claims professional who is confident managing a varied caseload and supporting customers through potentially difficult situations. You will be organised, accurate and able to communicate effectively with customers, colleagues and external parties.
- Maintaining accurate records and following procedures within a regulated or compliance-focused environment.
- Delivering excellent customer service while managing multiple priorities.
Desirable but not essential
- Claims experience within a relevant industry.
- Experience of managing claims administration and customer communications.
You should also have:
- Strong written and verbal communication skills.
- A professional, empathetic and customer-focused approach.
- Excellent attention to detail and the ability to record information accurately.
- The ability to prioritise workloads and work effectively under pressure.
- Confidence using Microsoft Word, Excel, Outlook and other office systems.
- The ability to work effectively both independently and as part of a team.
- GCSEs, or equivalent, in English and Maths.
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