Claims Customer Management Advisor


North West / North Wales: Greater Manchester.


£14,500 - £16,000

Job Reference


Job Profile

A new vacancy has arisen for a Claims Customer Management Advisor to join a major insurer based in Manchester.  You will play a key role in providing policyholders with an excellent standard of customer service, whilst ensuring all claims for instances of accidental damage and theft are dealt with within the terms of the policy cover. Delivery of the highest standards of customer care and satisfaction are paramount, combined with the requirement to make decisions about the validity and correct processing  of a claim. Strong inter-personal skills and tact will be essential when circumstances of potential fraud are being investigated.

Once the claim has been referred by the Incident Management team, the Advisor will deal with the initial enquiry and ensure the claim is handled efficiently.   The Claims Customer Management team will deal with external suppliers, eg., accident management companies and appointed garages, during the settlement process.

Will answer all incoming enquiries in an efficient, expedient and customer focused way, ensuring that the customer receives a professional service at all times. Ascertain relevant claim details and record them accurately to ensure the quality is to a high standard. Effectively persuade the customer to settle the claim in the most efficient way. Handle and process AD claims up to £2,500 accurately and efficiently.  Ensure the claim is valid and is covered by the policy. Convert policyholders to use the company's network of repairers and mobility solutions providers (or to settle in the most efficient way). Diarise and chase the claim to ensure settlement is reach expediently.  Ensure the claims details are checked for possible fraudulent cases.  Existing Claims Handling - handling a range of calls from existing customers. Providing updates on the status of claims. Ensure bordereaux and salvage payments are processed accurately and efficiently.



Applicant Requirements

It is essential that the jobholder has knowledge of basic general claims handling.  Demonstrable evidence of providing high standards of customer care in a customer facing environment. Numeracy and literacy to GCSE level (Maths and English - Grade C or above) or equivalent.  Computer skills (including the Internet). Legal framework, as it applies to the insurance industry. Knowledge of claims processes and systems.  Awareness of fraud indicators. Financial Conduct Authority (FCA) and Regulatory Compliance.  Will have attained IFC Level 1 or show a willingness to study.  Planning & Organising skills, customer focus, teamwork and a drive for results. Communication (including influencing and negotiating).  


Jayne Moss
Tel: 0113 244 0846 Mon to Fri 8.30am - 5.30pm.
Fax: 0845 458 8619

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