Customer Claims Agent - 6 Month Secondment

We are looking for a proactive and customer-focused Claims agent to join our team. Acting as the first point of contact, you will manage a variety of claims including motor, accidental damage (AD), and cases involving third-party intervention.

This is a multiskilled role requiring strong judgement, empathy, and the ability to manage claims from first notification through to resolution. You will play a key role in delivering a high-quality customer experience while meeting performance and regulatory standards.

Key Responsibilities:

• Provide professional and empathetic support to customers reporting claims, ensuring their needs and expectations are clearly understood


• Handle a high volume of inbound calls relating to motor accidents and AD claims, capturing accurate and detailed information


• Manage claims end-to-end, acting as the main point of contact for customers and providing timely updates throughout


• Identify and escalate high-value, complex, or sensitive claims to the appropriate teams


• Handle claims involving third parties, liaising with external insurers, suppliers, and stakeholders to progress cases efficiently


• Apply effective questioning techniques to identify potential fraud indicators and support decision-making


• Resolve customer complaints in line with internal processes and FCA requirements


• Maintain accurate records across all systems and ensure workloads are managed within agreed deadlines and quality standards


• Support continuous improvement by maintaining up-to-date knowledge of products, processes, and industry developments


• Communicate with customers across multiple channels including telephone, email, and written correspondence

About You:

• Strong communication and interpersonal skills, with the ability to handle complex and sensitive conversations


• Experience in claims handling, ideally across motor, AD, and/or third-party cases


• Ability to manage a varied workload and prioritise effectively in a fast-paced environment


• High attention to detail and strong organisational skills


• A team player who can also work independently with confidence


• Knowledge of insurance products and claims processes is desirable

What We Offer:

• Opportunity to develop within a multiskilled claims environment


• Ongoing training and development


• Supportive team culture