Job Description

SENIOR CLAIMS HANDLER

BELFOR provides a comprehensive service for a variety of insurance companies by reinstating their customers' homes after flood or fire damage. This role is part of a team looking after a dedicated geographical area, and reporting to a Project Manager. You will provide the main point of contact for our customers during their claim with us as well as coordinating field staff on behalf of the Project Manager.

ROLE PURPOSE

To deliver exceptional administrative and customer support that ensures operational efficiency, enhances customer experience, and contributes to the financial and service performance of the team by managing communications, coordinating logistics, maintaining accurate records, and supporting job progress from initiation to completion.

KEY OUTCOMES & RESPONSIBILITIES

Ensure seamless operational support

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D

eliver timely and accurate administrative assistance Project Manager and field team, enabling them to prioritise direct delivery to our customers.

Maintain real-time visibility of Job progress:

Consistently updating the claims system, supporting efficient workflow and decision-making.

Enhance customer satisfaction and trust:

Act as the primary point of contact, providing clear and responsive communication, and proactively resolving queries.

Ensure compliance and traceability

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Maintain detailed and accurate records of all customer and team communications.

Facilitate smooth financial transactions:

Accurately process customer policy excess payments, contributing to efficient revenue collection.

Support operational continuity

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Coordinate and schedule follow-up visits with customers, ensuring timely service delivery.

Enable timely project execution:

Procure required materials and equipment based on team requests, avoiding delays and ensuring readiness for project execution.

Contribute to financial performance monitoring:

Maintain a clear understanding of job-level financials, supporting informed decision-making and cost control.

SKILLS & EXPERIENCE REQUIRED

Previous experience of handling and coordinating claims within an insurance or construction-based environment.

Excellent verbal and written communication

A strong customer service ethos, with the ability to build rapport, demonstrate empathy and manage difficult situations.

Attention to detail.

The ability to manage multiple tasks, prioritise effectively, and meet deadlines in a demanding environment.

A willingness to find solutions to problems and not be afraid to ask for help.

Proficiency in using computer systems, including MS Office, Team, and Outlook

The ability to work effectively as part of a small team, and on your own initiative.

QUALIFICATIONS

GCSE Maths and English - minimum of Grade 4 (C) in both

Knowledge of insurance or property reinstatement industries would be beneficial.

Experience of using CRM/ERP systems is desirable.

COMPANY BENEFITS

Hybrid working 28 days holiday (inc bank holidays) Quarterly bonus Annual Pay Review Company pension plan Life Insurance Medical Cash Plan Employee Assistance Programme Induction and E- learning Annual Flu Vaccination Eye Test
Job Type: Full-time

Pay: 35,000.00-37,000.00 per year

Benefits:

Work from home
Work Location: Hybrid remote in Tamworth B78 3UA