Customer Care Agent

GerrardWhite; England; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading claims service provider in the United Kingdom is seeking a Phone Claims Handler to manage customer claims through effective communication and attention to detail. The role involves handling calls to provide a supportive claims experience while following regulatory requirements. Successful candidates will demonstrate empathy, professionalism, and a proactive attitude. Experience in customer service is essential, with training available for those new to the insurance sector.

Qualifications

• Proven phone-based customer service experience with excellent verbal communication.
• Ability to manage sensitive conversations with empathy and professionalism.
• Strong attention to detail and high accuracy in processing claims.

Responsibilities

• Handling inbound and outbound calls to manage customer claims from start to finish.
• Communicating clearly and proactively over the phone to keep policyholders informed.
• Delivering against service standards, SLAs, and KPIs.

Skills

Phone-based customer service

Verbal communication

Attention to detail

Empathy

Job description

Customer care is at the heart of our Claims team. We provide a smooth and supportive claims experience, and we want people with strong telephone skills to help make that happen.

As a Phone Claims Handler, you’ll be the main point of contact for policyholders over the phone, helping them through the claims process with empathy, clarity, and professionalism. Your calls will ensure claims are handled accurately, efficiently, and fairly.

What You’ll Be Doing

• Handling inbound and outbound calls to manage customer claims from start to finish.
• Communicating clearly and proactively over the phone to keep policyholders informed.
• Delivering against service standards, SLAs, and KPIs.
• Identifying recovery opportunities and minimising costs.
• Following regulatory requirements (including FCA Consumer Duty).
• Working closely with your team and line manager to improve the claims process.

What We’re Looking For

• Proven phone-based customer service experience with excellent verbal communication.
• Ability to manage sensitive conversations with empathy and professionalism.
• Strong attention to detail and high accuracy in processing claims.
• Ability to manage and prioritise workload effectively.
• Understanding of motor insurance and claims handling processes is desirable (training provided if new to insurance).
• A proactive, motivated, and team-focused attitude.

We are an equal opportunities employer and welcome applications from all qualified candidates.