Customer Claims Handler Location: Manchester Or Bury St Edmunds (Hybrid Working) About Us We put our customers at the heart of everything we do. Our Customer Claims team plays a vital role in delivering a smooth, supportive, and efficient claims journey and we re looking for passionate individuals to join us. The Role As a Customer Claims Handler, you ll be the first point of contact for our policyholders when they need us most. You ll assess and manage claims with accuracy, empathy, and professionalism ensuring fair outcomes and excellent service every step of the way. What You ll Be Doing Taking ownership of customer claims from start to finish. Communicating clearly and proactively with policyholders to keep them informed. Delivering against service standards, SLAs, and KPIs. Identifying recovery opportunities and minimising costs. Following regulatory requirements (including FCA Consumer Duty). Working closely with your team and line manager to continuously improve our claims process. What We re Looking For Strong customer service and communication skills (verbal and written). Excellent telephone manner and the ability to handle sensitive conversations. Attention to detail with high levels of accuracy. Ability to manage and prioritise your workload effectively. An understanding of motor insurance and claims handling processes is desirable (training provided if you re new to insurance). A proactive, motivated, and team-focused approach. Why Join Us? A supportive, col