Customer Claims Agent - 6 month secondment

Policy Expert; Motherwell; Remote; GBP 26,000 - 38,000; Full time

Job summary

Policy Expert in Motherwell is seeking a proactive Customer Claims Agent for a 6-month secondment to handle motor, AD, and third-party claims from initial contact to resolution. You will deliver high-quality customer service and ensure FCA compliance while working with insurers and stakeholders to progress claims efficiently.

Strong communication, attention to detail, and the ability to manage a varied workload in a fast-paced environment are essential for success in this role.

Qualifications

• Experience in claims handling across motor and AD.
• Strong communication and interpersonal skills.
• Ability to prioritise in a fast-paced environment.
• High attention to detail and organisation.
• Knowledge of insurance products and claims processes is desirable.

Responsibilities

• Provide professional and empathetic support to customers reporting claims, ensuring their needs and expectations are clearly understood
• Handle a high volume of inbound calls relating to motor accidents and AD claims, capturing accurate and detailed information
• Manage claims end-to-end, acting as the main point of contact for customers and providing timely updates throughout
• Identify and escalate high-value, complex, or sensitive claims to the appropriate teams
• Handle claims involving third parties, liaising with external insurers, suppliers, and stakeholders to progress cases efficiently
• Apply effective questioning techniques to identify potential fraud indicators and support decision-making
• Resolve customer complaints in line with internal processes and FCA requirements
• Maintain accurate records across all systems and ensure workloads are managed within agreed deadlines and quality standards
• Support continuous improvement by maintaining up-to-date knowledge of products, processes, and industry developments
• Communicate with customers across multiple channels including telephone, email, and written correspondence

Skills

Strong communication

Interpersonal skills

Claims handling experience

Workload management

Attention to detail

Team player

Independent work

Insurance knowledge

Job description

Customer Claims Agent - 6 month secondment

Motherwell

Exciting opportunity as a Claims Handler. We are looking for a proactive and customer-focused Claims agent to join our team. Acting as the first point of contact, you will manage a variety of claims including motor, accidental damage (AD), and cases involving third-party intervention.

This is a multiskilled role requiring strong judgement, empathy, and the ability to manage claims from first notification through to resolution. You will play a key role in delivering a high-quality customer experience while meeting performance and regulatory standards.

Key Responsibilities:

• Provide professional and empathetic support to customers reporting claims, ensuring their needs and expectations are clearly understood


• Handle a high volume of inbound calls relating to motor accidents and AD claims, capturing accurate and detailed information


• Manage claims end-to-end, acting as the main point of contact for customers and providing timely updates throughout


• Identify and escape high-value, complex, or sensitive claims to the appropriate teams


• Handle claims involving third parties, liaising with external insurers, suppliers, and stakeholders to progress cases efficiently


• Apply effective questioning techniques to identify potential fraud indicators and support decision-making


• Resolve customer complaints in line with internal processes and FCA requirements


• Maintain accurate records across all systems and ensure workloads are managed within agreed deadlines and quality standards


• Support continuous improvement by maintaining up-to-date knowledge of products, processes, and industry developments


• Communicate with customers across multiple channels including telephone, email, and written correspondence

What we are looking for :

• Strong communication and interpersonal skills, with the ability to handle complex and sensitive conversations


• Experience in claims handling, ideally across motor, AD, and/or third-party cases


• Ability to manage a varied workload and prioritise effectively in a fast-paced environment


• High attention to detail and strong organisational skills


• A team player who can also work independently with confidence


• Knowledge of insurance products and claims processes is desirable

Why Apply?

This is a great opportunity to help shape our Insurance offering. You'll have the opportunity to build your claims knowledge, develop your investigative skills and play an important role in delivering an excellent experience for our customers.

If you're customer-focused, detail-oriented and enjoy taking ownership of a varied workload, we'd love to hear from you!

(Application close date 24th November 2026, Interviews will take place WC 30th November , please advise of any restrictions regarding interview dates at application)