Senior Claims Advisor

Activate; Peterborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance services firm in Peterborough is seeking a Senior Claims Handler to manage inbound communications and support team performance. This role requires excellent customer service skills and the ability to handle a high volume of calls. The ideal candidate will demonstrate proactive problem-solving and a team-oriented approach. You will enjoy competitive benefits and opportunities for career growth within the organization.

Benefits

33 days holiday (including bank holidays)

Personal health cash plan for dental and optical check-ups

Enhanced maternity, paternity, adoption, and shared parental pay

Life assurance: three times basic salary

Free breakfasts and fruit

Birthday surprises for all

Qualifications

• Must have experience in customer service or a related field.
• Experience handling high volume calls essential.
• Ability to work under pressure and adapt quickly.

Responsibilities

• Handle high-volume inbound calls from various stakeholders.
• Accurately record and manage workflow steps.
• Provide support and updates to team leaders and customers.
• Prioritize and manage claims workload effectively.
• Support training needs and improve team performance.

Skills

Excellent customer service skills

Ability to handle high call volumes daily

Strong written and verbal communication skills

Effective time and workload management

Resolve queries independently or escalate appropriately

Comfortable in a fast-paced, changing environment

Proactive problem-solving and team support

Job description

Job title: Senior Claims Handler

Department: First Response Team

Location: Peterborough

Hours: 4 days on 4 days off

Salary: Competitive

We're looking for a Senior Claims Handler to be part of our success story.

• Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
• Great career development opportunities grow with us.

About The Role

Supporting the day-to-day running of the Contact Centre floor in daily operations, with a hands-on approach to assisting with inbound calls.

Providing frontline support to your colleagues, motivating, supporting and coaching them, focusing on those who require additional support.

Driving performance through achieving set objectives and working within the management team to ensure all objectives for the business are met to an exceptional standard.

Key Responsibilities

• Handle high-volume inbound calls from repairers, policyholders, and insurers. Assist with escalated calls, webchats, emails, and other workflows.
• Accurately record and update workflow steps into a bespoke database, challenging updates where necessary.
• Provide clear updates to team leaders, customers, and clients as needed.
• Manage workload, prioritize claims, and escalate to a Team Leader or Compliance team when necessary.
• Meet or exceed all SLAs, including deadlines for site visits, estimates, and repairs.
• Be approachable, offer guidance to Claims Handlers, and recognize training needs and performance issues.
• Take ownership of complex or technical claims.
• Maintain daily office operations in the absence of Team Managers, including out-of-hours coverage.
• Demonstrate a senior role within the team, showcasing a positive attitude and willingness to go the extra mile.
• Identify process problems and communicate solutions to your Manager.

Skills And Experience

• Excellent customer service skills
• Ability to handle high call volumes daily
• Strong written and verbal communication skills
• Effective time and workload management
• Resolve queries independently or escalate appropriately
• Comfortable in a fast-paced, changing environment
• Proactive problem-solving and team support

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan for dental and optical check-ups
• Enhanced maternity, paternity, adoption, and shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprises for all

What You Can Expect From Us

At Activate Group, supporting our team members is a priority. Whether at our Halifax or Peterborough offices, AAR sites, or working from home, we provide support to help you succeed.

Our benefits focus on your health and wellbeing, with rewards for employee recognition and perks like free fruit and cereal.

A Bit About Us

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ over 700 staff nationwide.

We collaborate with some of the UK's largest fleets and insurance companies, supporting drivers involved in road incidents at our contact centres in Halifax and Peterborough.

We manage every step of the repair process, including vehicle repairs at our Activate Accident Repair body shops and through a UK-wide network of independent repair partners.

Want To Know What It's Like To Work With Us? Take a Look At Our Purpose And Values.

They define who we are and how we work with team members, customers, and suppliers.

Purpose: Make someone's bad day better
Values:

• Make it happen: Be accountable, take initiative, work fast, and do a great job.
• Strive for better: Be bold, challenge the norm, and make small improvements often.
• Win together: Be a team player, win, learn, and respect each other.