Job description

• Managing a portfolio of ongoing cases – You’ll use our internal systems to track case progress, maintain detailed records and ensure timely updates at each stage.
• Communicating with customers – Acting as their main point of contact, you’ll provide clear, empathetic updates and guidance over the phone and via email, ensuring they feel supported throughout the process.
• Liaising with third parties – You’ll coordinate with insurers, repairers, solicitors and engineers to gather information, resolve queries, and help move cases forward efficiently.
• Investigating case details – You’ll review information related to liability, claim validity, and any potential issues such as delays or suspected fraud, escalating as appropriate.
• Making informed decisions – Using your judgment, you’ll take actions that ensure a positive customer experience while safeguarding the business.

• A confident, friendly phone manner and ideally experience handling phone calls
• Previous customer service
• Clear written and verbal communication skills
• Strong organisational skills and the ability to prioritise
• Comfort working under pressure and meeting deadlines
• Good decision-making skills and a proactive mindset
• Basic IT skills (Outlook, Word, Excel)
• A desire to learn, grow, and be part of a supportive team

• Hybrid working – 3 days in the office, 2 from home
• Monday to Friday schedule – no weekends
• Competitive salary + great benefits
• Free onsite parking
• 25 days holiday + bank holidays
• Private medical insurance
• Health Assured EAP
• Life Assurance (x4 salary)
• Company pension
• Monthly McDonald’s breakfast
• Regular team events and a genuinely supportive culture