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Claims Handler 3 Month FTC

Somerset - Taunton
Not Specified
Job Reference

Do you have amazing customer service skills and experience?

Have you worked in a call centre before?

Do you have some basic Insurance knowledge?

Want to work for a company that cares about their staff and offer training courses to help progress in your career??

My client a large insurance company is looking for 2 claims handlers , for a 3-month Fixed term contract.

The location is based on the outskirts of Taunton, however due to current government restrictions, you will initially be working from home, however training is being carried out in the office

Please note this is not a home working role and the ability to attend the office is a requirement.

The applicant will be required to manage a caseload of claims, have good communication skills and work well within a team environment.


37.5 hours per week, between the hours of 08:00am - 20:00pm (Mon - Fri).

If required, 09:30am - 17:30pm (Sat (rota) and Bank Holidays)

Most of your hours will be worked during core business hours although some Saturday working on a rota basis will occur and you may be asked to work in the evening if there is a business need.

You may be expected to move in to one of the other Operations teams as per the needs of the business.

Previous Insurance industry experience (Household) is highly desirable but not essential but a high level of customer service and a great phone manner is.


To effectively and efficiently key on claims and establish first contact with policyholders in accordance with each clients SLA agreements

To ensure all phone calls are answered in a timely manner in accordance with SLA agreements and maintain high levels of phone availability as and when required in line with business demands.

To ensure all complaints received are recorded accurately on receipt are resolved within the informal period in the majority of cases and that all appropriate customer communication is issued (SRC , holding letters or FRL letters)with any relevant reporting to client using the clients preferred reporting process

To pursue surveyors to ensure their compliance with company SLAs

To complete second call tasks and review claims that are on hold in the BCS process to actively push these through the BCS claims journey

To flag any sight call claims appropriately on the system and ensure these are accurately signposted to the surveyors.

Ensure compliance and adherence with all e-signal modules

From time to time you will be expected to carry out other duties and special projects in addition to key roles and responsibilities to suit business needs, this may involve assisting or moving to a different team in Operations.

Ideal candidate

CII Qualified to Cert CII level - desirable but not essential.

General building knowledge advantageous but not essential

Ability to build relationships with own supply chain and third parties.

Ability to work to targets and deadlines and remain focussed during high volume periods

Good IT skills with the ability to use multiple systems (Microsoft, bespoke packages)

Good communication skills (both written and oral)

Good organisation skills

You must consistently demonstrate an ability to do you job to the expected standard and Take ownership of own personal development.


Displays a positive, customer, client and team centred approach to their work. Understands the importance of the customer and demonstrates good listening and empathy skills and enjoys working as part of a successful team. Is personable and well presented.

Intelligence Comfortable with the intellectual requirements of their role but wants to continue to learn and


Displays honesty and integrity in all their professional activities.


Able to maintain a productivity level and job focus expected of someone of their experience, knowledge and qualifications. Is proactive and looking to drive through innovation.


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