Senior Technical Claims Handler

Activate Group Limited; Peterborough; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading claims management company in the UK is seeking a Senior Technical Claims Handler in Peterborough. This role involves managing complex claims, coaching colleagues, and delivering exceptional customer service. We prioritize team member well-being with comprehensive benefits including health plans and generous holidays. Join us as we strive to be among the fastest-growing companies, ensuring professional development and a supportive work environment.

Benefits

33 days holiday

Personal health cash plan

Enhanced parental pay

Life assurance

Free breakfasts and fruit

Birthday surprise

Qualifications

• Experience within the insurance and claims sector is beneficial.
• Demonstrates effective leadership and promotes collaboration.

Responsibilities

• Manage and support the team to meet customer expectations.
• Deal with complex claims referrals through communication.
• Train and coach new colleagues in operational processes.
• Review work-in-progress claims to identify improvements.

Skills

Excellent customer service skills

Ability to work to strict deadlines

Excellent written and verbal communication skills

Self-development

Leadership

Job description

Job title: Senior Technical Claims Handler

Department: Third Party Customer Team

Location: Peterborough

Hours: 37.5 hours per week

Salary: Competitive

We’re looking for a Senior Technical 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

To manage, motivate and support the Line Manager to deliver a professional service, meet SLAs and exceed customer and client expectations. With an emphasis on coaching and leading by example, driving performance through objective setting and working towards team and individual targets to ensure exceptional service and KPIs are met.

Key Responsibilities

• Being a Senior Customer Advisor and a point of referral for both customers and internal stakeholders.
• In the absence of the Team Manager supporting the daily running of the team, including monitoring wallboards and priority tasks.
• Dealing with complex claim referrals via an Escalation Task, which may include inbound and outbound calls to and from customers, clients, 3‑rd parties and repairers.
• Analysing claims, including the construction of timelines to recommend liability for costs.
• Analysing MI alongside the Team Manager to provide trends and operational opinions for the monthly MI packs and customer meetings (attendance tbc).
• Using AGL bespoke software and databases to record, update and maintain information relating to each claim.
• Training and coaching new colleagues, supporting within training sessions to provide real operational experience and side‑by‑side support while on the floor.
• Attendance within monthly audit meetings to support with challenges and operational feedback.
• Supporting general task management within the team when there are resource gaps or a colleague requires support, under the expectation that additional duties will not replace their own workload.
• Weekly review of work‑in‑progress claims to ensure efficient progress, identify process failures and implement improvements.
• Actively involved in new process delivery from successful contract to go‑live within the operation.
• Willingness to be on site to support the Team Manager with key stakeholders.

Skills and Experience

• Excellent customer service skills.
• Ability to work to strict deadlines.
• Excellent written and verbal communication skills.
• Able to manage own time and workload.
• Experience within the insurance and claims sector is beneficial.
• Achieves results by setting objectives and planning resources.
• Demonstrates flexibility dealing with changes in demand, tasks and processes.
• Self‑development as well as the development of others in the role.
• Uses initiative to problem‑solve and challenge where appropriate.
• Demonstrates effective leadership and promotes collaboration and fairness.

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of dentist and optical check‑ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group looking after team members is a major priority. Whether you’re at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we make sure you have all the support you need to succeed. From benefits that put your health and wellbeing first to impressive rewards for our employee of the month and other perks like free fruit and cereal, we go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK’s 100 fastest‑growing private companies, we employ more than 700 team members nationwide. We work with some of the UK’s largest fleets and insurance companies, supporting drivers who have been involved in a road incident at our contact centres in Halifax and Peterborough. We manage every step of the repair process – repairing vehicles at our own Activate Accident Repair body shops and through a UK‑wide network of independent repair partners.

Purpose: Make someone’s bad day better.

Values

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

Required Experience

Senior IC

Key Skills

Corporate Paralegal, Baan, IT Sales and Marketing, Civil Quality Control, Activex, Jboss

Employment Type: Full‑Time

Experience: years

Vacancy: 1