Trainee Claims Handler

Locations: Manchester

About the Role

We’re looking for confident and customer-focused Intervention Handlers to join our growing team.

You’ll play a key role in proactively engaging non-fault claimants, identifying their needs, and capturing them into our intervention scheme. From vehicle damage to mobility solutions, you’ll guide customers through their claim journey, ensuring they receive the right outcome quickly and efficiently.

This is a fast-paced role that requires excellent communication skills, attention to detail, and the ability to balance customer service with commercial decision-making.

What You’ll Be Doing

• Pro-actively triage intervention leads from a range of sources that may be suitable to be captured within our intervention scheme
• Where appropriate exhaust lines of enquiry to establish telephone contact with the non-fault claimants and establish their vehicle damage and mobility needs
• Determining the best route of settlement taking into consideration the customer’s needs, economics and vehicle down time.
• The ability to find alternative outcomes if issues arise
• Where contact is made with claimants explain the range of services offered and use objection handling skills as appropriate
• Where services are accepted by the claimant manage the fulfilment of the required services to conclusion including exploring alternative settlements such as cash outs for damage and mobility
• Establish any other aspect of loss and handle those aspects to conclusion within the team
• To accurately validate vehicle and identity documents
• Raise accurate payments to claimants
• Manage multiple workflows for the different stages in the claimants claim journey to SLA
• Maintain accurate housekeeping on external and internal systems
• Build good relationships with claimants, suppliers and internal stakeholders
• Work within a team in a fast-paced environment
• Working to targets and goals
• Understand the SLA's and KPI's of the department and ensure adherence to these standards.
• To work closely with colleagues within the company to deliver consistently high levels of service, particularly within the Credit Hire Teams
• To support and adhere to the company’s values and policies in a professional manner
• To ensure quality, service standards and productivity levels are maintained to a high standard
• To undertake projects and to be able to deliver within agreed timescales

What We’re Looking For

• Experience in Motor Claims and/or TP Intervention is desirable but, full training will be provided.
• Confident communicator with proven telephony and customer service skills.
• Excellent negotiation skills, with the ability to balance customer service and cost control.
• Highly organised, with the ability to prioritise your own workload.
• Commercially aware and adaptable, with a willingness to learn and grow.
• Strong team player with a proactive mindset and a `Can do` attitude.
• Demonstrates integrity, diligence, and a strong customer-first mindset.