Overview:
We are looking for an FNOL Customer Claims Handler to join us within our Claims function within Newcastle. The role is HYBRID WORKING- 37.5 hrs. (Monday-Friday). Salary - up to £28,000.00 depending on experience.
You will take full responsibility for supporting our customers throughout their claims journey, from the moment they report a claim to assisting them with any queries related to the repair or loss of their vehicle. Our team delivers proactive First Notice of Loss (FNOL) to ensure the customer journey is as swift and cost-effective as possible. We strive to minimise failure demand at every point of contact, providing a seamless and efficient experience for our customers.

Responsibilities:

• Utilise your claims knowledge and customer service skills to support our customers when reporting their accident, establish liability, and ensure the appropriate claims services are provided.
• Use demonstratable claims experience and knowledge to handle claims in line with agreed authority levels, handling guidelines, procedures, claims strategy and culture.
• Ensure claims are settled quickly and cost effectively.
• Ensure customer solutions are delivered in line with the policy of insurance and claims handling processes to provide an excellent claims customer experience.
• Make necessary investigations and decisions on liability and quantum, identifying possible fraudulent cases, highlighting indemnity concerns, and corroborating circumstances to make accurate liability assessments at the earliest possible stage.
• Strive for first call resolution and take ownership of issues; take personal ownership, follow through on promises and keep the customer informed until issues are resolved.

Support development and delivery of the Claims strategy and vision.

• Use claims experience and knowledge of principles of negligence to negotiate with other organisations to achieve the optimum claims settlement in terms of liability and costs.
• Do all that you can to move claim toward settlement and reduce failure demand.

Knowledge, Experience and Qualifications:

* CLAIMS EXPERIENCE IS PREFERRABLE *

• Demonstratable knowledge of motor claims (Indemnity, Liability, Accident Management).
• Proven experience within a Customer facing motor claims role.
• Understanding of the FCA regulatory regime, FOS ethos and TCF initiatives.
• Ability to plan and organise own workload.
• Sound negotiation and influencing skills.
• Good level of both verbal and numerical reasoning, analytical, objective, solves problems by developing and applying solutions.
• Proficient in using IT word processing and spreadsheet packages.
• Understanding of the principles of negligence and how this applies to motor accident liability.
• Dealing with customers and third parties in a high emotional state when often having to deliver ‘bad’ news.

• Utilise your claims knowledge and customer service skills to support our customers when reporting their accident, establish liability, and ensure the appropriate claims services are provided.
• Use demonstratable claims experience and knowledge to handle claims in line with agreed authority levels, handling guidelines, procedures, claims strategy and culture.
• Ensure claims are settled quickly and cost effectively.
• Ensure customer solutions are delivered in line with the policy of insurance and claims handling processes to provide an excellent claims customer experience.
• Make necessary investigations and decisions on liability and quantum, identifying possible fraudulent cases, highlighting indemnity concerns, and corroborating circumstances to make accurate liability assessments at the earliest possible stage.
• Strive for first call resolution and take ownership of issues; take personal ownership, follow through on promises and keep the customer informed until issues are resolved