Claims Handler

CRASH Services is seeking to recruit a Claims Handler in our brand new site in Dungannon, County Tyrone. The Claims Handler will work alongside their colleagues in the Claims Department, in the provision of Accident Management Services to the public and all external partners including Insurance Brokers, Repairers, Solicitors and other introducers and their respective customers who have been involved in Road Traffic Collisions.

Accountabilities:

• To be accountable for the provision of accident management services to all customers.
• To be accountable for Quality of Work expectations.
• To be accountable for the Customer service received by our External and Internal Customers.
• To achieve the targets set for the role within set timescales.
• To be accountable for your workstation and any equipment provided to you.
• The Health & Safety of yourself and colleagues.

Specific Duties General Responsibilities:

• Ensure that all enquiries are dealt with on the day of receipt.
• Deal with initial telephone enquiries from all sources of introduction in a polite and professional manner.
• Consult task list and complete all tasks assigned on a daily basis.
• Provide sound advice to customers regarding their options and explaining the service in full.
• Be proactive in keeping clients informed of case status.
• Introduce clients to a panel solicitor for relevant cases.
• Deal with cases as appointed by the Job Allocation Board.
• Be proactive in gathering information on the accident circumstances in the initial call to assist in determination of liability and issuing indemnity.
• Ensure that initial enquiry information is completed in full for each new case.
• Update case management system with necessary information.
• Carry out case investigations and make decisions on the level of service Crash are able to provide.
• Arrange delivery and/or collection of Hire Vehicles with the assistance of the Fleet and Recovery Team.
• Monitor ongoing cases handled.
• Completing checks on file for handler completion.
• Ensure that you check Insurance Renewals on a daily basis and process accordingly.
• Effectively liaise with all parties involved in the claim process.
• Attend visits with sources of work under the direction of the Sales team at least monthly.
• Attend other external partners meetings, training and visits as required.
• Adhering to the Quality of Work expectations and company procedures for Claims Management.
• Record all non-conformances and complaints as per company procedure.

Line Manager Reporting:

• Updating Team leader on progress as required.
• Updating Team Leader and the wider team on all industry news, developments and information learned from external partners.
• Actively partaking in meetings as and when required.
• Request training identified to assist in being successful in the role.
• Participation in GPS appraisals and performance reviews.

Other:

• Adhering to the rules and regulations and Health and Safety guidelines of the company.
• Demonstrate confidentiality at all times.
• Commitment to preserving high customer care standards at all times.
• Supporting colleagues through knowledge sharing.
• To undertake other such reasonable duties as shall from time to time be required by the company.

Person Specification:

Essential:

• Experience of working in a customer focused environment with the ability to demonstrate excellent customer service skills.
• Ability to demonstrate good relationships.
• Demonstrable experience of working in a busy office environment with excellent time management skills.
• Excellent Communication Skills in English.
• The ability to work as part of a team and make a positive contribution.
• Ability to take accountability and work on own initiative.
• Ability to demonstrate a problem solving approach.
• Demonstrable commitment to confidentiality.
• A flexible approach to work to meet the needs of the business and the role.
• Excellent IT Skills with proven experience in Microsoft Packages.
• Excellent administration skills.
• A friendly, positive, enthusiastic and professional character.
• Demonstrable commitment to goals, objectives and vision of the organisation.

Desirable:

• Relevant experience in all aspects and types of Accident Management Claims.
• Good Knowledge of geographical locations in Northern Ireland.
• A current and valid driving licence and access to personal transport for business use.
• 5 GCSEs (or equivalent), grade A-C including English and Maths.

Conditions of Service:

• The appointment of Claims Handler is a full time, permanent post.
• This position is subject to the completion of a satisfactory 6 month probationary period.
• Holidays will be based on an annual entitlement of 30 days annually.
• Hours of employment: Maximum 35 hours per week (5 days per week 9am-5pm).
• Location: Dungannon, with a requirement for initial training of 4-8 weeks in our Newry or Belfast Site.

Please complete and upload an application form by 3rd June 2026.

Skills: Customer Care, Organised

Benefits: Gym, 4 Day working week after probation.