Job Description

Downtime Management Motor Claims Handler

About MPL Claims Management

MPL Claims is dedicated to creating a simpler, more efficient and customer-focused claims experience. Since launching in 2018, and now operating as part of the ERGO Group, we've grown into an in-house third-party administrator (TPA) handling Motor, Property and Liability claims for a range of internal teams and external partners.

We're a technology-driven organisation, building our own claims management tools to support a streamlined, modern service. Our in-house platform enables us to offer a smooth customer journey while helping clients control costs and improve operational efficiency.

The role

We're looking for a Claims Handler to join our Downtime Management Unit (DMU). In this role, you'll use your organised and structured approach to coordinate vehicle repairs and hire arrangements for both policyholders and third parties involved in road traffic accidents.

You will oversee your own portfolio of claims, arranging the appropriate services and keeping customers updated throughout the process. The position involves working closely with a variety of stakeholders--policyholders, insurers, brokers, repair centres and hire suppliers--to ensure each claim progresses efficiently and successfully.

Key duties include:

Managing your own caseload and ensuring all required services are arranged promptly. Providing regular updates to customers and maintaining excellent communication. Liaising with insurers, brokers, repairers and hire providers to move claims forward. Checking invoices from repair and hire companies for accuracy before submitting them for approval or payment. Monitoring costs and setting clear expectations regarding repair durations, hire periods and total loss outcomes. Managing a shared inbox and responding to queries from clients, cover holders and brokers. Working collaboratively with your team to ensure customers receive consistent updates throughout their claim.

What we're looking for

Previous experience in motor claims, insurance or vehicle repair coordination is preferred. Confident handling a high volume of incoming calls. Strong organisational skills and the ability to manage multiple cases at once. Clear and professional communication skills, both written and verbal. A proactive approach with excellent attention to detail. Comfortable using MS Office and claims management software. A strong focus on delivering a high-quality customer experience.

Role details

Full-time, permanent position (35 hours per week) Based in our Colchester office: CO1 1TG
Job Types: Full-time, Permanent

Pay: 22,222.20-24,000.00 per year

Benefits:

Casual dress Company events Company pension Enhanced maternity leave Enhanced paternity leave Free fitness classes Free parking Health & wellbeing programme On-site parking Private medical insurance Referral programme
Work Location: In person