Customer Service & Claims Admin

Adecco; Nottingham; Hybrid; GBP 15,000 - 24,000; Full time

Benefits offered by this job

Death in Service

Critical Illness

Private Medical Insurance

Auto-enrolment pension

25 days annual leave

Birthday day off

Buy Annual Leave

Hybrid working

Notice period

Job summary

Adecco is seeking a Customer Service & Claims Administrator for its Birchwood-based team near Warrington. The role handles customer inquiries, supports claims processing, and ensures accurate records with GDPR compliance.

Hybrid working is available after probation, with a mix of office and home days. Key duties include delivering outstanding service to partners, guiding customers through the claims journey, and maintaining timely, accurate claim files in the system.

Qualifications

• Excellent customer service and communication skills.
• Confident telephone manner with the ability to build rapport with customers.
• Strong written communication skills and professional email etiquette.
• Good attention to detail and accuracy.
• Ability to manage multiple tasks and prioritise workload.
• Proficient in Microsoft Outlook and Microsoft Word.
• Team player with collaborative mindset.

Responsibilities

• Deliver exceptional customer service to customers, dealers, repairers and corporate partners.
• Act as the first point of contact for incoming customer enquiries via telephone and email.
• Explain the claims process clearly and professionally, ensuring customers are fully informed.
• Handle all enquiries promptly, professionally and within agreed service standards.
• Build rapport with customers and provide reassurance during potentially stressful situations.
• Open, maintain and accurately update claim files using the claims management system.
• Gather comprehensive information at first contact to ensure efficient claim progression.
• Ensure all claim-related information is recorded in line with GDPR requirements.
• Prepare claim files for authorisation before handing them to a Technical Incident Manager where required.
• Verify invoices and supporting documentation, ensuring processing within timescales.
• Ensure all administrative functions within the Claims Department are completed accurately and on time.
• Respond to emails within service levels and escalate when needed.
• Liaise with colleagues across the business to support customer outcomes.

Skills

Customer service

Telephone manner

Written communication

Attention to detail

Multitasking

Team player

Outlook & Word

Tools

Microsoft Outlook

Microsoft Word

Job description

Customer Service & Claims Administrator

Location: Birchwood, near Warrington

Salary: £24,400 per annum

Hours: Monday to Friday, 9:00am to 5:00pm or 8:00am to 4:00pm on a rotational basis (35 hours per week)

Benefits

• Death in Service cover of 4 x annual salary from day one
• Critical Illness cover of 2 x annual salary from day one
• Private Medical Insurance after 6 months' service
• Auto-enrolment pension after 3 months (5% employee contribution / 4% employer contribution)
• 25 days annual leave, increasing to 27 days with length of service
• Additional day off for your birthday
• Buy Annual Leave scheme
• Hybrid working available after successful completion of probation (3 days office / 2 days home working)
• One-month notice period following successful completion of probation

Job Purpose

To provide outstanding support to our corporate partners, customers, dealers and repairers by delivering a consistently high standard of customer service, ensuring claims are managed efficiently, accurately and within agreed service levels.

This person acts as a key first point of contact for customers, helping to guide them through the claims process while maintaining professional standards, compliance requirements and excellent customer outcomes.

Key Responsibilities

Customer Service & Claims Support

• Deliver exceptional customer service to customers, dealers, repairers and corporate partners.
• Act as the first point of contact for incoming customer enquiries via telephone and email.
• Explain the claims process clearly and professionally, ensuring customers are fully informed throughout their journey.
• Handle all enquiries promptly, professionally and within agreed service standards.
• Build rapport with customers and provide reassurance during potentially stressful situations.

Claims Administration

• Open, maintain and accurately update claim files using the company's claims management system.
• Gather comprehensive information at the first point of contact to ensure efficient claim progression.
• Ensure all claim-related information is recorded accurately and in accordance with GDPR requirements.
• Prepare claim files for authorisation before handing them over to a Technical Incident Manager where required.
• Verify invoices and supporting documentation, ensuring they are processed within agreed timescales.
• Ensure all administrative functions within the Claims Department are completed accurately and on time.

Communication & Coordination

• Respond to customer, dealer and repairer emails within agreed service levels.
• Escalate queries to the appropriate department when necessary and ensure a smooth handover.
• Transfer telephone calls to the correct department where appropriate.
• Liaise effectively with colleagues across the wider business to support customer outcomes.
• Support other departments and team members during peak periods or business requirements.

Compliance & Quality

• Follow all company compliance procedures and regulatory requirements at all times.
• Maintain confidentiality and safeguard customer data in accordance with GDPR.
• Register and document any customer complaint or expression of dissatisfaction in line with company procedures.
• Ensure all activities are carried out in accordance with company policies and service standards.

Key Accountabilities

• Manage customer interactions professionally and efficiently.
• Ensure claims are progressed within agreed service level agreements.
• Maintain accurate and up-to-date claim records.
• Deliver a positive customer experience at every stage of the claims journey.
• Contribute positively to team objectives and departmental performance.
• Adhere to compliance, governance and data protection requirements.

Skills & Experience

Essential

• Excellent customer service and communication skills.
• Confident telephone manner with the ability to build rapport with customers.
• Strong written communication skills, including email correspondence.
• Good attention to detail and accuracy.
• Ability to manage multiple tasks and prioritise workload effectively.
• Proficient in Microsoft Outlook and Microsoft Word.
• Ability to work effectively within a team environment.

Desirable

• Previous experience within a claims, insurance, automotive or customer service environment.
• Technical knowledge of motor vehicles.

Working Arrangements

This role is based at our Birchwood office near Warrington.

Following the successful completion of a three-month probationary period, employees will be eligible for hybrid working, with the opportunity to work from home up to two days per week and attend the office three days per week.