Motor Assist Claims Handler

Accident Exchange Limited; Birmingham; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Salary £26,012 per year

22 days holiday + bank holidays

Pension scheme

Private healthcare (optional)

Life Assurance 4x salary

Wellbeing tools

Employee assistance program

Discounts and savings

Professional development

Volunteering day

Job summary

Motor Assist is seeking a highly organised and empathetic Claims Handler to join the team at the Fort Dunlop site. You will be the first point of contact for customers involved in road traffic collisions, guiding them through the claims process with calm professionalism.

The role requires attending the Fort Dunlop office for a minimum of two days per week, handling calls and emails, and maintaining clear communication with clients and insurers. We value wellbeing and development highly.

Qualifications

• Experience in fast-paced customer service roles, preferably in a claims/insurance setting.
• Proven ability to handle phone-based conversations with sensitivity and professionalism.
• Able to grasp new processes quickly and learn systems efficiently.
• Strong written and verbal communication, with clear incident summarisation.

Responsibilities

• Handle incoming claims calls and emails with empathy and professionalism.
• Gather and verify information related to road traffic incidents.
• Input and manage claim details in the system accurately.
• Liaise with insurers, repairers and third parties to progress claims.
• Keep customers informed throughout the process and provide support.
• Identify potential fraud indicators and escalate as needed.
• Maintain regulatory and company compliance.

Skills

Empathy

Organised

Verbal communication

Written communication

Relationship-building

Negotiation

MS Office

Attention to detail

Independence

Tools

Digital systems

Job description

Incident management, Just better.

At Motor Assist, we believe the traditional approach to incident management is outdated. We're here to change that. Our technology brings agility, transparency, and efficiency to every stage of the process, helping clients get back on the road faster and with less hassle.

Whether it's full end-to-end support or a tailored modular solution, we handle every detail with care and precision. Our mission is simple: to keep drivers driving and deliver peace of mind when it matters most.

We're proud of our strong, people-first culture that prioritises wellbeing, development, and delivering exceptional service to our partners and customers. Learn more about MotorAssist.

What you'll be doing

We are looking for a highly organised and empathetic Claims Handler to join our dynamic and supportive team. In this role, you will be the first point of contact for customers who have been involved in road traffic collisions, whether at fault or not. Your calm, professional approach will help guide them through the claims process with clarity and care. You will be required to attend the Fort Dunlop office for a minimum of two days per week.

• handle incoming claims calls and emails with professionalism and empathy
• gather and verify all necessary information related to road traffic incidents
• accurately input and manage claim details in our system
• liaise with insurers, repairers, and third parties to progress claims efficiently
• keep customers informed throughout the claims process, ensuring a smooth and supportive experience
• identify potential fraud indicators and escape appropriately
• maintain compliance with all regulatory and company standards
• attend the Fort Dunlop office for a minimum of two days per week.

What you'll bring

• experience in a fast-paced customer service role, ideally within a similar claims or insurance environment
• proven ability to work in a phone-based role, handling sensitive or complex conversations
• quick learner with the ability to grasp new processes and systems efficiently
• strong written and verbal communication skills, with the ability to summarise incidents clearly and logically
• excellent relationship-building and negotiation skills
• proficient in Microsoft Office and comfortable using digital systems
• a natural problem solver with strong organisational skills and the ability to prioritise under pressure
• able to work independently while also contributing to team goals and departmental success.

What we offer

• A salary of £26,012
• 22 days holiday (plus bank holidays), rising to 27 with service
• Workplace pension scheme
• Bupa Private Healthcare (optional)
• Life Assurance (4x salary)
• Employee Assistance Programme and wellbeing tools
• Retail discounts and savings
• Ongoing professional development and career growth opportunities
• One charity/volunteering day off per year.

Wellbeing, diversity and inclusion

For the third year in a row, we are proud to share that we've won an Inspiring Workplace Award, now Inspiring Place to Work. This is testament to our commitment to fostering a positive and inclusive workplace where every individual feels valued, supported, and empowered and remain focused on creating a culture where everyone can thrive and feel genuinely appreciated.

We have also achieved Thrive at Work Bronze Level accreditation from the West Midlands Combined Authority, recognising our commitment to improving health and wellbeing in our workplace.

If our values resonate with you and you're excited about this opportunity, even if your experience doesn't perfectly match, we'd love to hear from you. You might be just who we're looking for.