Customer Service & Claims Admin

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 a...