CRASH Services is seeking to recruit a Claims Handler in our brand new site in Dugannnon Country Tyrone. The Claims Handler will work alongside their colleagues in the Claims Department, in the provision of Accident Management Services to the public and all external partners including, Insurance Brokers, Repairers, Solicitors and other introducers and their respective customers who have been involved in Road Traffic Collisions.
Accountabilities:
To be accountable for the provision of accident management services to all customers.
To be accountable for Quality of Work expectations
To be accountable for the Customer service received by our External and Internal Customers
To achieve the targets set for the role within set timescales
To be accountable for your workstation and any equipment provided to you
The Health & Safety of yourself and colleagues.
Specific Duties
General Responsibilities
1. Ensure that all enquires are dealt with on the day of receipt
2. Deal with initial telephone enquiries from all sources of introduction in a polite and professional manner
3. Consult task list and complete all tasks assigned on a daily basis
4. Provide sound advice to customers regarding their options and explaining the service in full. To include explanation of the indemnity policy, agreements and roles of external partners relevant.
5. Be proactive in keeping client informed of case status.
6. Introduce client to a panel solicitor for relevant cases
7. Deal with cases as appointed by the Job Allocation Board
8. Be proactive in gathering information on the accident circumstances in the initial call to assist in determination of liability and issuing indemnity
9. Ensure that an initial enquiry information is completed in full for each new case e.g. determining if vehicle is roadworthy, injuries etc. and taking follow-up actions as necessary according to company procedure
10. Update case management system with necessary information – ensuring that all required information and notes on file are recorded fully and accurately
11. Carry out case investigations and make decision on the level of service Crash are able to provide; determining if a Local Accident Specialist is to be appointed.
12. Arrange delivery and/or collection of Hire Vehicles with the assistance of the Fleet and Recovery Team – Ensure that all hire vehicles are properly insured for use by the customer and any other driver nominated by the customer including reverting insurance in each case.
13. Monitor ongoing cases handled – Apply all processes for monitoring & recording cases and in particular effectively monitor duration of repairs and hires
14. Completing checks on file for handler completion
15. Ensure that you check Insurance Renewals on a daily basis and process accordingly
16. Effectively liaise with all parties involved in the claim process e.g. repairers, insurers, brokers, engineers, solicitors, other company departments
17. Attend visits with sources of work under the direction of the Sales team at least monthly to assist in building good working relationships with our external partners
18. Attend other external partners meetings, training and visits as required.
19. Adhering to the Quality of Work expectations and company procedures for Claims Management
20. Record all non conformances and complaints as per company procedure
Line Manager Reporting
1. Updating Team leader on progress as required
2. Updating Team Leader and the wider the team on all industry news, developments and information learned from external partners.
3. Actively partaking in meetings as and when required
4. Request training identified to assist in being successful in the role and attend required training ensuring that a certificate of completion is forwarded to HR
5. Participation in GPS appraisals and performance reviews to assess your overall performance, duties, training requirements and development.
Other
6. Adhering to the rules and regulations and Health and Safety guidelines of the company and the rules and regulations around your role
7. Demonstrate confidentiality at all times.
8. Commitment to preserving high customer care standards at all times
9. Supporting colleagues through knowledge sharing
10. To undertake other such reasonable duties as shall from time to time be required by the company, within the competency of the postholder.
The job description may need to be reviewed in the light of any new developments as the role progresses.
It should not be regarded as restrictive or definitive but acts as a broad guide to the demands of the post.
Person Specification
Essential
1. Experience of working in a customer focused environment with the ability to demonstrate excellent customer service skills
2. Ability to demonstrate good relationships
3. Demonstrable experience of working in a busy office environment with excellent time management skills, organisation skills, the ability to prioritise work, meet deadlines, work calmly under pressure and have persistent application to the tasks in hand
4. Excellent Communication Skills in English (interpersonal, listening, written and oral)
5. The ability to work as part of team and make a positive contribution
6. Ability to take accountability and work on own initiative
7. Ability to demonstrate a problem solving approach
8. Demonstrable commitment to confidentiality
9. A flexible approach to work to meet the needs of the business and the role
10. Excellent IT Skills with proven experience in Microsoft Packages
11. Excellent administration skills
12. A friendly, positive, enthusiastic and professional character
13. Demonstrable commitment to goals, objectives and vision of the organisation
Desirable
1. Relevant experience in all aspects and types of Accident Management Claims
2. Good Knowledge of geographical locations in Northern Ireland.
3. A current and valid driving licence and access to personal transport for business use/or* have access to a form of transport which will permit the applicant to meet the requirements of the post in full (*This relates to any person who has declared to having a disability which debars them from driving).
4. 5 GSCEs (or equivalent), grade A-C including English and Maths
Conditions of Service
The main conditions of service applying to the post are:
(1) Terms of Employment
The appointment of Claims Handler is a full time, permanent post
(2) Probation
This position is subject to the completion of a satisfactory 6 month probationary period.
(3) Holidays will be based on an annual entitlement of 30 days annually , to include recognised statutory and public holidays.
(4) Hours of employment: Maximum 35 hours per week (5 days per week 9am-5pm), exclusive of meal breaks.
(5) Location: Dungannon. With a requirement for initial training of 4-8 weeks in our Newry or Belfast Site
Please complete and upload a application form by 3rd June 2026
Skills:
Customer Care Organised
Benefits:
Gym 4 Day working week after probation WPA
WHJS1_NI
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Accountabilities:
To be accountable for the provision of accident management services to all customers.To be accountable for Quality of Work expectationsTo be accountable for the Customer service received by our External and Internal CustomersTo achieve the targets set for the role within set timescalesTo be accountable for your workstation and any equipment provided to youThe Health & Safety of yourself and colleagues.
Specific DutiesGeneral Responsibilities
1. Ensure that all enquires are dealt with on the day of receipt2. Deal with initial telephone enquiries from all sources of introduction in a polite and professional manner3. Consult task list and complete all tasks assigned on a daily basis4. Provide sound advice to customers regarding their options and explaining the service in full. To include explanation of the indemnity policy, agreements and roles of external partners relevant.5. Be proactive in keeping client informed of case status.6. Introduce client to a panel solicitor for relevant cases7. Deal with cases as appointed by the Job Allocation Board8. Be proactive in gathering information on the accident circumstances in the initial call to assist in determination of liability and issuing indemnity9. Ensure that an initial enquiry information is completed in full for each new case e.g. determining if vehicle is roadworthy, injuries etc. and taking follow-up actions as necessary according to company procedure10. Update case management system with necessary information – ensuring that all required information and notes on file are recorded fully and accurately11. Carry out case investigations and make decision on the level of service Crash are able to provide; determining if a Local Accident Specialist is to be appointed.12. Arrange delivery and/or collection of Hire Vehicles with the assistance of the Fleet and Recovery Team – Ensure that all hire vehicles are properly insured for use by the customer and any other driver nominated by the customer including reverting insurance in each case.13. Monitor ongoing cases handled – Apply all processes for monitoring & recording cases and in particular effectively monitor duration of repairs and hires14. Completing checks on file for handler completion15. Ensure that you check Insurance Renewals on a daily basis and process accordingly16. Effectively liaise with all parties involved in the claim process e.g. repairers, insurers, brokers, engineers, solicitors, other company departments17. Attend visits with sources of work under the direction of the Sales team at least monthly to assist in building good working relationships with our external partners18. Attend other external partners meetings, training and visits as required.19. Adhering to the Quality of Work expectations and company procedures for Claims Management20. Record all non conformances and complaints as per company procedure
Line Manager Reporting
1. Updating Team leader on progress as required2. Updating Team Leader and the wider the team on all industry news, developments and information learned from external partners.3. Actively partaking in meetings as and when required4. Request training identified to assist in being successful in the role and attend required training ensuring that a certificate of completion is forwarded to HR5. Participation in GPS appraisals and performance reviews to assess your overall performance, duties, training requirements and development.
Other
6. Adhering to the rules and regulations and Health and Safety guidelines of the company and the rules and regulations around your role7. Demonstrate confidentiality at all times. 8. Commitment to preserving high customer care standards at all times9. Supporting colleagues through knowledge sharing10. To undertake other such reasonable duties as shall from time to time be required by the company, within the competency of the postholder.
The job description may need to be reviewed in the light of any new developments as the role progresses.It should not be regarded as restrictive or definitive but acts as a broad guide to the demands of the post.
Person Specification
Essential
1. Experience of working in a customer focused environment with the ability to demonstrate excellent customer service skills
2. Ability to demonstrate good relationships
3. Demonstrable experience of working in a busy office environment with excellent time management skills, organisation skills, the ability to prioritise work, meet deadlines, work calmly under pressure and have persistent application to the tasks in hand
4. Excellent Communication Skills in English (interpersonal, listening, written and oral)
5. The ability to work as part of team and make a positive contribution
6. Ability to take accountability and work on own initiative
7. Ability to demonstrate a problem solving approach
8. Demonstrable commitment to confidentiality
9. A flexible approach to work to meet the needs of the business and the role
10. Excellent IT Skills with proven experience in Microsoft Packages
11. Excellent administration skills
12. A friendly, positive, enthusiastic and professional character
13. Demonstrable commitment to goals, objectives and vision of the organisation
Desirable
1. Relevant experience in all aspects and types of Accident Management Claims
2. Good Knowledge of geographical locations in Northern Ireland.
3. A current and valid driving licence and access to personal transport for business use/or* have access to a form of transport which will permit the applicant to meet the requirements of the post in full (*This relates to any person who has declared to having a disability which debars them from driving).
4. 5 GSCEs (or equivalent), grade A-C including English and MathsConditions of Service
The main conditions of service applying to the post are:
(1) Terms of Employment
The appointment of Claims Handler is a full time, permanent post
(2) ProbationThis position is subject to the completion of a satisfactory 6 month probationary period.
(3) Holidays will be based on an annual entitlement of 30 days annually , to include recognised statutory and public holidays.
(4) Hours of employment: Maximum 35 hours per week (5 days per week 9am-5pm), exclusive of meal breaks.
(5) Location: Dungannon. With a requirement for initial training of 4-8 weeks in our Newry or Belfast Site
Please complete and upload a application form by 3rd June 2026
Skills:Customer Care Organised
Benefits:Gym 4 Day working week after probation WPA
WHJS1_NI
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