Serving our customers, communities, and planet a little better every day.
Salary: from £27,000 + annual bonus and benefits
Location: Newcastle
Working hours: 36 hours per week. Shift hours are Monday to Friday 09:00-17:00.
Training: You’ll start your journey with 6 weeks of training to give you the best start and tools in your career. Training will be office based & Monday to Friday 09:00 -17:00. Once competent in role you’ll have the opportunity to move to hybrid working, if certain criteria is met.
Closing Date: 21 January 2025
We’re recruiting for a Claims Handler – Back Office Functions to join our Third Party Settlement teams. In this role you’ll proactively manage and settle a portfolio of claims as efficiently and economically as possible, whilst providing a high standard of service to customers and other stakeholders. You’ll use your current experience to effectively ensure claims are handled and settled efficiently in line with policy cover & legal liability.
The Role
1. Ensuring that claims are handled and settled efficiently and in the correct technical manner; settling them in line with policy cover & legal liability.
2. Handling claims queries in relation to policy cover, claims status, policy exclusions and excesses. Escalating complex queries where needed.
3. Ensure the accuracy of reserves, file status, recoveries, and diary management on your caseload.
4. Where appropriate investigating claims to ensure payments are made only where a liability is established.
5. Negotiating to control costs, for example in relation to credit hire, adhering to deadlines and time constraints.
6. Identifying and reporting any concerns in relation to potential fraud or instances of identified fraud; taking action as appropriate.
7. Negotiating effectively with stakeholders and suppliers to ensure a fair settlement is achieved for the customer and the company.
8. Using a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.
9. Ensuring compliance with Financial Conduct Authority and Data Protection Act protocols and rules.
10. Managing customer complaints proactively, identifying creative solutions to reach a fair resolution; escalating more serious cases to the Team Leader.
You’ll need:
1. Ability to demonstrate an in-depth knowledge and understanding of the principles of Insurance, including indemnity and subrogation.
2. Ability to prioritise and manage own caseload independently, demonstrating good planning and organisation. Able to manage a caseload of active claims.
3. Demonstrate sound commercial judgement and exercise logical decision making in relation to claims decisions, including credit hire.
4. Possesses a sound understanding of vehicle and property damage claims, including liability and knowledge of key case law, industry protocols, and The Road Traffic Act.
5. Demonstrates knowledge of different types of motor claims fraud (fire and theft) and has proven investigation skills and an inquisitive mind.
6. Robust level of computer literacy and ability to effectively navigate a range of IT based systems.
7. Demonstrate proficiency in communicating with a range of stakeholders from policy holder and third-party direct customers to third party representatives.
8. Confident approach and an ability to take ownership for own decisions within the established authority limits and parameters.
9. Demonstrate empathy when dealing with difficult and challenging situations, maintaining a sensitive and caring approach.
10. Capable of demonstrating excellent verbal and written communication skills, including an ability to express complex information in straightforward terms where required.
11. Proven experience of being able to negotiate effectively and identify solutions to meet customer and company needs.
What’s in it for you?
1. Prepare for your retirement with our colleague pension scheme.
2. Virtual GP Service for you and your family 365 days a year.
3. Performance related annual bonus.
4. Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
5. Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increases to 15% every payday (worth up to £2K). As an added perk, we’ll give you a second card to share with someone else.
6. Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
7. A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
8. Take part in our Buy as you Earn and Save as your Earn share schemes.
Everyone’s welcome
We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business.
Interviews
Interviews to be held in January 2025.
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