Customer Claims Senior Handler

Aioi Nissay Dowa Europe Limited; Newcastle upon Tyne; On-site; GBP 35,000 - 45,000; Full time

Job summary

Aioi Nissay Dowa Europe Limited is seeking a Customer Claims Senior Handler for a 12-month secondment. In this role, you'll leverage your claims expertise to mentor a team, manage claims effectively, and enhance customer experiences. Join a recognized leader in the insurance industry and enjoy a flexible, inclusive work environment with ample growth opportunities.

Benefits

Up to 28 days' holiday

Private medical

Life assurance

Health and wellbeing support

Flexible financial benefits

Qualifications

• Strong motor claims handling experience.
• Proven coaching and development skills.
• Experience with change initiatives and working with suppliers.

Responsibilities

• Mentor and coach team for optimal customer outcomes.
• Manage claims within authority levels and adhere to guidelines.
• Enhance customer experience by analyzing feedback.

Skills

Negotiation

Analytical skills

Problem-solving

Tools

Claims systems

Word

Excel

Job description

Overview

We are seeking a Customer Claims Senior Handler for a 12-month secondment.

We’re AND-E, one of the fastest-growing insurance companies with a warm, inclusive culture. We’re building a diverse community with unique strengths to elevate our business.

AND-E was shortlisted in the Best Insurance Employer category at the 2022 British Insurance Awards and earned a 5-star rating!

You’ll be an experienced Customer Claims Handler ready to advance your career.

If you’re eager to progress, join us and seize every opportunity.

Responsibilities

• Utilise your claims knowledge to mentor and coach your team for optimal customer outcomes.
• Collaborate with the Claims Team Manager to develop operational plans that meet service level agreements.
• Serve as a technical referral point for claims handlers for questions and escalations.
• Support team development through coaching and role modeling.
• Conduct performance reviews using data, audits, and feedback; provide individual development support.
• Manage claims within authority levels, adhering to handling guidelines, claims strategy, and legal requirements.
• Apply negotiation and influencing skills to deliver optimal claims solutions, ensuring prompt settlement and cost minimization.
• Proactively address service issues to meet customer expectations.
• Enhance customer experience by analyzing feedback, monitoring quality, and addressing root causes.
• Participate as SME in projects related to claims, ensuring timely completion of actions.

Knowledge, Experience, and Qualifications

• Strong motor claims handling experience.
• Understanding of negligence principles as they apply to motor liability.
• Excellent negotiation and influencing skills.
• Experience in claims processes formulation and delivery.
• Proven coaching and development skills.
• Experience with change initiatives and working with suppliers to meet SLAs.
• Knowledge of FCA regulations, FOS ethos, and consumer duty.
• Strong verbal, numerical reasoning, analytical skills, and problem-solving abilities.
• Proficiency in claims systems, Word, and Excel.

Why Join Us?

We support your growth with development opportunities and a flexible, inclusive environment.

• Recognized as the Best Large Insurance Employer 2023.
• Unmatched work-life balance.
• Competitive salary and benefits.

Our benefits include up to 28 days' holiday, bonus, private medical, life assurance, health and wellbeing support, and flexible financial benefits. We value diversity and are committed to an inclusive workplace.