Senior Claims Handler

Hawthorn Academic Consulting; Swanley; On-site; GBP 32,000; Full time

Job summary

An established team in Swanley seeks a Senior Claims Handler to manage property claims and ensure excellent customer service. In this pivotal role, you will oversee claims from inception to completion, acting as the key liaison among policyholders, insurance companies, and field teams. Your expertise in claims handling and administration will be crucial in maintaining high standards of service and efficiency. Join a supportive environment where your contributions will make a significant impact on customer satisfaction and team success. This is an exciting opportunity for those passionate about delivering outstanding service in the insurance sector.

Benefits

28 days holiday (including Bank Holidays)

Healthcare

Life Insurance

Pension

Qualifications

• Experience in claims handling and customer service is essential.
• Strong communication and IT skills are required.

Responsibilities

• Manage property claims from start to finish, ensuring exceptional service.
• Oversee administrative tasks and support team workflow.

Skills

Claims Handling

Customer Service

Administration

Planning and Allocating Work

Communication Skills

IT Skills

Data Analysis

Tools

Claims Management Tools

Microsoft Excel

Job description

Senior Claims Handler / Claims Coordinator

Swanley

Office-based

We are looking for a skilled and knowledgeable claims handler with a passion for excellent customer service to join an established team in the Swanley area. This will be a senior role within the team, taking on additional responsibilities to support the team manager as required.

Job Summary:

As the first point of contact for our customers, you will manage a case load of property claims from inception to completion. The works include both restoration (cleaning, drying, strip-out) and reinstatement (repair works) following insurance claims. You will be a key liaison between the policyholder, the insurance company, the field teams (technicians, trades, and managers), and sub-contractors.

Responsibilities:

1. Oversee property claims from receipt of the initial instruction to job completion of works.
2. Take responsibility for all administrative aspects of each claim, ensuring that client systems/portals (including case notes, logs, and records) are accurately maintained and within agreed Service Level Agreements.
3. Act as a central point of contact for policyholders, insurance clients, field and office teams to ensure efficient and exemplary job completion.
4. Manage the regional administrative resource, providing support and guidance to other administration staff within the team to maintain workflow and quality standards.
5. Schedule trades according to job requirements on a day-to-day basis, optimising their time and minimising travel.
6. Order materials for delivery to site.
7. Take lead responsibility for assessing customer satisfaction with the service and identifying any necessary remedial action.

Skills/Experience Required:

1. Previous experience in administration, claims handling, and customer service.
2. Experience in planning and allocating work to field-based staff.
3. Experience overseeing the work of others or supporting team workflow.
4. An understanding of claims management tools and systems would be advantageous (but not essential).
5. Strong literacy and numeracy skills.
6. Proficiency in IT skills, including basic Excel use; experience with data analysis is a plus but not essential.
7. Excellent communication skills with the ability to influence and engage effectively across all levels.

Package Details:

1. The salary will be up to £31,930
2. Working hours are 8.30am to 5.00pm (40 per week)
3. Office-based
4. 28 days (including Bank Holidays)
5. Healthcare, life insurance, pension, and other benefits

Additional Information:

Please apply for this Claims Coordinator / Claims Handler role by clicking on the apply button at the bottom of the page. We may not always be able to reply to every applicant due to the volume of CVs received, so if you have not received a reply within 3 working days, please assume that you have not been successful on this occasion.