Job Description

Role:

Claims Handler

Department:

Claims

Location:

Office-based (Open Plan)

Reporting to:

Office Supervisor / Team Leader

Working Hours:

Rota basis (8:00-4:00 or 9:00-5:00)

Purpose of the Position

The Claims Handler is responsible for managing insurance claims through all stages of the claim lifecycle, from initial notification through to final settlement. The role ensures claims are processed efficiently, accurately, and in accordance with client service level agreements (SLAs), while delivering a high standard of customer service to policyholders and clients.

Each Claims Handler is allocated a designated postcode area and/or client account and works closely with field technicians and subcontractors to ensure timely progression and resolution of claims.

Scope of the Role

Reporting to the Office Supervisor or Team Leader, the Claims Handler works collaboratively within their team to manage an individual caseload of claims. The role requires strong organisational skills, effective communication, and the ability to work independently while contributing to overall team performance, customer satisfaction, and business targets.

Key Responsibilities

Receive and handle incoming telephone and email enquiries from clients and policyholders, completing Data Protection (DPA) checks in line with company procedures. Log, register, and manage new insurance claims and private job enquiries accurately and promptly. Manage an allocated caseload of claims from start to finish, ensuring all required actions are completed within agreed timescales. Schedule diary appointments and coordinate works within assigned postcode areas. Prepare and issue reports, estimates, and supporting documentation in accordance with client pricing schedules and requirements. Appoint and coordinate subcontractor services, including requesting quotes, obtaining authorisation, and processing invoices. Liaise effectively with field technicians, subcontractors, clients, insurers, and internal teams to ensure the smooth progression of claims. Monitor and adhere to client SLAs throughout the claim lifecycle and proactively manage potential delays or issues. Work towards agreed monthly invoice and productivity targets. Acknowledge and manage complaints in line with company procedures, identifying root causes and implementing corrective actions where appropriate. Escalate high?level or complex complaints to the Manager or Director as required. Provide overflow and ad?hoc support to other teams or departments during peak periods. Maintain accurate and up?to?date records on all claim management systems and databases. Demonstrate flexibility by working paid overtime during surge or busy periods, as directed by management.

Knowledge, Skills and Abilities

Essential

Strong organisational and time?management skills with the ability to prioritise competing demands. Confident and professional communication skills, both written and verbal. Good PC literacy, including accurate data entry and report writing. Excellent attention to detail and accuracy. Ability to work effectively under pressure and to tight deadlines. Strong problem?solving and decision?making skills. Proven ability to work independently while contributing to a team environment.

Desirable

Previous experience within the insurance or disaster restoration industry. Knowledge of service level agreements (SLAs) and pricing schedules. Geographical knowledge and route planning experience.

Personal Attributes

Demonstrates professionalism, discretion, and confidentiality when handling sensitive information. Acts with honesty, integrity, and accountability in all aspects of the role. Maintains a strong work ethic and a positive, customer?focused approach. Remains calm, empathetic, and solution?focused when dealing with distressed customers. Flexible and adaptable in response to changing workloads and business demands.

Working Conditions

Office?based role within an open?plan environment. Rota?based working hours (8:00-4:00 or 9:00-5:00). Each Claims Handler manages their own individual caseload and is expected to organise and prioritise daily workload independently. Paid overtime may be required during peak or surge periods, with flexibility being essential. The role involves working to defined deadlines and service standards and may at times be pressurised, particularly when supporting customers who have experienced significant property damage or disruption.
This job description is not intended to be exhaustive and may be reviewed and amended in line with business and operational requirements.

Job Types: Full-time, Permanent

Pay: From 28,100.00 per year

Benefits:

Company pension
Work Location: In person