Customer Claims Handler
Newcastle under Lyme
Permanent
Monday Friday between 8.30 – 6pm (37.5 hours)
£24,784.50 per annum + Excellent benefits.

We are looking for a motivated and detail-oriented Claims Handler to join our team. This role will involve supporting our clients and their customers throughout the claims process, ensuring a professional, efficient and positive service is always delivered. You will also be responsible for registering new clients, maintaining accurate records and providing ongoing administrative and operational support to ensure a smooth onboarding process and effective day-to-day service delivery.

Details:

In this role, you will be receiving and registering new claims, gathering the necessary information and supporting documentation, assessing claims in line with policy terms and conditions, coordinating assistance where required, and managing each claim efficiently through to resolution.

Key Responsibilities:

• Deliver a high standard of service to clients and their customers, promoting the business in a professional and positive manner.
• Register and administer new claims accurately, ensuring all relevant information and supporting documentation are obtained.
• Handle calls, enquiries and claims efficiently, ensuring all activities are completed within agreed service level agreements (SLAs).
• Maintain accurate and up-to-date records, ensuring a high level of attention to detail and confidentiality when handling sensitive and personal data.
• Liaise professionally with clients, customers, suppliers and other relevant parties to support the effective management and progression of claims.
• Review and process claims in line with applicable policy terms, company procedures and regulatory requirements.
• Ensure the principles of Treating Customers Fairly (TCF) are always upheld, delivering fair, consistent and customer-focused outcomes.
• Identify when additional guidance or support is required and escalate matters to the line manager where appropriate.
• Adhere to all CCG company policies, procedures and operational standards.
• Attend team and group meetings, contributing to discussions, sharing knowledge and supporting continuous improvement.
• Contribute to the financial performance and operational efficiency of the team by working effectively and identifying opportunities to improve processes.
• Support the registration and onboarding of new clients, ensuring information is recorded accurately and the process is completed efficiently.
• Undertake additional duties and special projects, as required, that are appropriate to the role, skills and capabilities.

What We’re Looking For

Essential

• Strong communication and customer service skills.
• Excellent attention to detail and accuracy.
• Good organisational skills with the ability to manage workloads and meet deadlines.
• Professional and confident when dealing with clients, customers and suppliers.
• Ability to handle confidential information with discretion.
• Strong problem-solving skills and a proactive approach.
• Ability to work independently and as part of a team.
• Good IT and administration skills.
• Understanding of customer fairness, company procedures and service level agreements (SLAs).

Qualifications & Experience

• 3 or more GCSE’s (C Grade or above) including Maths and English
• Excellent communications skills, both written and oral
• Customer service experience
• Ability to work to targets and deadlines and remain focussed during busy periods
• Excellent IT skills with the ability to use multiple systems (Microsoft & bespoke packages)

Working Environment & Development

• Standard office hours are Monday to Friday, 09:00 –17:30.
• Employees are expected to manage their workload effectively
• Meeting agreed service level agreements.

Company Benefits

• From £24,784.50 Dependant on experience
• 20 days + Bank Holidays
• Birthday day off
• Duvet day
• 3 x charity days
• Health cash plan after one years’ service
• Income protection and death in service after 3 years’ service

If you’re ready to take the next step in your career, we’d love to hear from you. Please apply now or get in touch with Liz Sutton on Liz@Xpertrecruitmentltd.co.uk for more information. Feel free to contact me directly with any questions about the role or the recruitment process.

Xpert Recruitment Ltd is acting as an employment agency on behalf of our client. By applying, you agree to register with us and consent to us holding your personal details on file. Due to the high volume of applications, we will only contact candidates who have been shortlisted for the role. However, we may also reach out regarding other suitable vacancies that match your profile.