Claims Advisor

Thames Water Utilities Limited; City of Westminster; On-site; GBP 23,000 - 28,000; Full time

Job summary

A leading utility provider is seeking a Claims Advisor to join their Operations Customer Relations team in the City of Westminster. The successful candidate will support customers with their claims, ensuring clear communication of outcomes. Responsibilities include accurately recording casework, investigating claims, and managing customer calls. Ideal applicants should possess strong investigation and communication skills, with experience or confidence in handling claims. This role offers a salary of up to £28,000 per annum, along with generous holiday and benefits.

Benefits

24 days holiday per year

Generous Pension Scheme

Access to health and wellbeing benefits

Qualifications

• Experience or confidence in handling claims or complaints.
• Ability to work well under pressure and meet deadlines.
• Professional telephone manner.

Responsibilities

• Support customers with their claims and help reach fair outcomes.
• Record all casework clearly and accurately in the CRM system.
• Decide business liability and communicate outcomes to customers.

Skills

Strong investigation skills

Excellent communication skills

Organisational skills

Negotiation skills

IT skills including MS Office

Job description

We currently have an opening for a Claims Advisor within our Operations Customer Relations team. This is a key role where you'll support customers with their claims and help us reach fair, well-informed outcomes. What you’ll be doing as the Claims Advisor

Responsibilities

• Recording all casework clearly and accurately in our CRM system, with coaching and feedback available to support you.
• Investigating claims by reviewing evidence and information from systems across the business.
• Deciding whether the business can accept liability and communicating clear outcomes to customers by phone or in writing.
• Having constructive conversations with colleagues to work through differing views on how a claim should be resolved.
• Working with a wide range of stakeholders, including Legal and Insurance teams, and escalating cases when needed.
• Managing both inbound and outbound customer calls as part of your day‑to‑day role.

Qualifications

• Strong investigation, organisational and prioritisation skills, with the ability to work well under pressure and meet deadlines.
• A professional telephone manner and excellent communication skills to engage confidently with customers and senior stakeholders.
• Clear and confident written skills, able to produce professional letters in different styles.
• Effective negotiation skills to resolve claims, including those of significant value, with both internal and external stakeholders.
• Good IT skills, including MS Office, email, and the ability to learn new systems, software and processes.
• A flexible, positive and collaborative approach, supporting team goals and adapting to changing business and customer needs.
• Experience or confidence in handling claims or complaints, case management, or working with systems such as WFM, CRM, C4C or SWIMS.

Benefits

• This role will be paid up to £28,000 per annum, depending on skills and experience.
• 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family's health and wellbeing, and your finances - from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.