Claims Handler - Indemnity & Liability Resolution (ILR)

Locations: You must be commutable to one of the following offices: Manchester, Chelmsford, Whitstable,

(Hybrid working – typically 1 day per week in the office once probation is passed)

About the Role

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

You’ll manage motor claim tasks, focussing on achieving accurate Indemnity and Liability decisions, whilst updating our Customers throughout. You will manage these claims by exception and only working tasks within your remit. Using your technical expertise, negotiation skills, and strong communication, you’ll ensure decision are made efficiently, fairly, and in line with both regulatory standards and our business objectives.

We’ll support you with full training, a personal development plan, and clear career progression opportunities. Performance is measured against transparent KPIs, with annual reviews and the chance to earn an annual pay review.

What You’ll Be Doing

Handle allocated motor claim tasks in line with our philosophy, processes, and service standards.
In-bound & out-bound Customer phone calls.
Empowered to make Indemnity and Liability decisions to achieve the best outcomes for our customers and the business.
Control claims costs through robust negotiation and strong use of evidence.
Communicate confidently with customers, third parties, and suppliers.
Maintain accurate records, reserves, and task management to ensure claims progress in a timely way.
Work within agreed authority limits, escalating when appropriate.
Collaborate with colleagues and business partners to achieve positive outcomes.
Stay up to date with FCA, DPA, and TCF requirements, always ensuring compliance.
Take ownership of your personal development, supported by ongoing training and coaching.

What We’re Looking For

Experience in motor claims handling environment is essential.
Strong knowledge of indemnity, liability, third-party risks, and related heads of claim is required.
Excellent negotiation skills, with the ability to balance customer service and cost control.
Confident communicator with proven telephony and customer service skills.
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.

What We Offer

Hybrid working (typically 1 day in the office per week once probation is complete).
Clear development pathways with tailored training and coaching.
A collaborative and supportive team culture.
The chance to build specialist expertise in a dynamic claim’s environment.