Customer Service Fire & Theft Claims Handler

Job Title: Customer Service Fire & Theft Claims Handler

Location: Liverpool / Sevenoaks

Salary: £28,747 to £34,913 plus up to £1,500 performance‑related bonus per annum

Job Type: Permanent, Full Time

Working Hours: 37.5 hours a week, Monday to Friday 8:00am to 6:00pm (on a rota basis), plus 1 in 4 Saturdays

What you will be doing:

• Aim towards excellent customer service level expectations and take ownership of all inbound communication
• Prompt investigation into the ownership of the vehicle
• Ensuring accurate payment to all stakeholders on their claims
• Attention to detail on total loss aspect of the claim
• Ensure thorough chronological record keeping of all activity within the claim notes
• Effective communication to the policyholder, including all claim decisions and progression, reducing inbound calls
• Maintain effective diary management to reduce settlement time
• Expertly assess policy indemnity and identify fraud indicators

Qualifications:

• Excellent customer service skills
• Naturally empathetic and able to connect with people
• Quick, fast‑paced problem‑solving ability
• Positive can‑do attitude
• Good IT skills and confident communication
• Passionate about working as part of a team
• Ability to make fast, informed decisions
• Excellent organisational and prioritisation skills with strong attention to detail
• Desire to develop skills and experience within the insurance industry
• Ability to deal with challenging customers and third‑party insurers

Benefits:

• Maximum of 35 days’ holiday (including bank holidays) with additional buy/sell options
• 24/7 mental health support & free counselling available
• Flexible benefits, including early access to salary via internal platform
• Hybrid working options to support work‑life balance and individual needs
• Recognition awards, social events & more

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