Senior Insurance Claims Handler

Job Title: Senior Insurance Claims Handler

Location: Taunton Outskirts (Easily commutable by car from Taunton, Wellington and Chard)

Due to government restrictions you will initially be working from home so must be set up to do so. You must live locally as you will be required to return to the office once restrictions are lifted.

Salary: Competitive - Dependent on Experience

Hours: 37.5 hours per week, between the hours of 08:00am - 20:00pm (Mon - Fri) and occasional Saturdays and Bank Holidays if required between 09:30am - 17:30pm.

The Company:

Friendly, down to earth, supportive and progressive insurance company who really value their employees. This company takes real pride in delivering exceptional customer service to their clients and is seeking like-minded individuals with excellent work ethic.

The Role:

You will be responsible for managing a day to day workload of insurance claims from start to finish. Within this senior position, you will be expected to work with a very high level of autonomy. You will deal with your case load from both a technical and customer services prospective. You will manage a large caseload across multiple clients, with a combination of automated and manual claims, you will be required to efficiently resolve all cases promptly. You will be assigned complex claims with an expectation to successfully manage these through to completion.

Daily Duties:

  • Be responsible for a caseload of claims, where you will run the end to end claim journey for the customer and be their key point of contact, you will need to plan the claim journey and next steps at all times and agree these with the customer.

  • Use a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.

  • Proactively identify opportunities to develop internal systems and processes and, where appropriate, reduce costs whilst ensuring we deliver a quality, customer focused service to our policy holders, this will include working with your leader to identify cases that need dedicated claims handling as opposed to automation.

  • Proactively handle your case load through the validation and repair process, reducing failure demand and complaints by your ability to pursue suppliers and keep customers updated ahead of any issues arising

  • Settle claims that have not been automated at validation stage by using your knowledge of scoping and effective negotiation skills with the customer

  • To ensure all complaints received are recorded accurately on receipt, are resolved within the informal period in the majority of cases and that all appropriate customer communication is issued.

  • To pursue suppliers to ensure their compliance with company SLAs, ensuring referrals to regional managers are kept to a minimum due to your ability to build rapport and get results from the supply chain partners

  • To strive to achieve a compliment on every claim you are handling and log these accordingly

  • From time to time you will be expected to carry out other duties and special projects in addition to key roles and responsibilities to suit business needs

We would love to hear from candidates who have:

  • Insurance industry experience

  • Customer service experience and experience with preventing and resolving complaints

  • Cert CII or Cert CILA qualified or working towards

  • Excellent communication skills

Benefits: 28 days holiday including Bank Holidays, the opportunity to gain your CII (Chartered Institute of Insurers), Promotion and training opportunities available, Employee of the Month with financial bonus, day off for your birthday, discounted gym membership, free fruit in the office, Bike to Work Scheme, Annual Staff Awards, quiz & team nights out and fish and chip days!

Next steps...

If this position has caught your attention and you would like to apply, then please do so online or email your CV to If you'd prefer to speak on the phone before applying, then we really do welcome you to call for a chat on 01823 285440.

We look forward to hearing from you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Catherine Knight