The Role

As the first point of contact following a road traffic accident, you'll play a vital role in helping customers during what can often be a stressful and uncertain time.

You will be responsible for gathering key information relating to accidents, assessing customers' immediate requirements, and ensuring claims are progressed quickly and accurately to the appropriate teams.

This role requires strong communication skills, attention to detail, empathy, and the ability to remain calm while handling sensitive situations.

Key Responsibilities

• Handle incoming and outgoing calls relating to new road traffic accident claims.
• Obtain detailed and accurate accounts of accident circumstances.
• Record all claim information accurately on internal systems.
• Gather customer, driver, vehicle and third-party details.
• Identify vehicle damage, recovery requirements and repair needs.
• Capture information relating to injuries and any medical treatment received.
• Identify supporting evidence including photographs, CCTV, witness statements and dashcam footage.
• Provide clear guidance on the claims process and next steps.
• Escalate complex, disputed or vulnerable cases where appropriate.
• Liaise with repairers, recovery agents, hire providers and claims teams.
• Maintain accurate claim notes and documentation throughout the process.
• Adhere to company procedures, FCA requirements and data protection standards.
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