Motor Claims Intervention Handler / Specialist
Gerrard White
Salary: £27,000–£29,000 depending on experience
Location: Fully Remote, with monthly team meetings in the South East
Hours: 37.5 hours per week, Monday–Friday + 1 Saturday every 4 weeks
Shift Pattern: Varied shift patterns ranging between the hours of 8am - 8pm
Department: Motor Claims Intervention
IMPORTANT: For this role, you must have experience within Motor Claims or Motor Accident Management
The role is fully remote, but you must be happy to travel to the South East once a month for a team meeting. There is a preference for candidates to be living in or within easy commuting distance to the South East UK.
The Opportunity
Are you an experienced Motor Claims Handler with a background in claims intervention, accident management or credit hire?
We’re looking for a Motor Claims Intervention Handler / Specialist to join a busy Intervention team, where you’ll speak directly with customers following a motor accident and identify the right support and services for their circumstances.
You’ll manage motor claims intervention opportunities from initial contact through to progression or closure, delivering excellent customer service while achieving strong capture and conversion results.
What You'll Be Doing
- Take ownership of allocated motor claims intervention cases and make timely first contact with customers.
- Understand the circumstances of the motor accident and establish the customer’s needs.
- Explain relevant accident management, vehicle hire, repair and claims services clearly and accurately.
- Assess eligibility, liability and customer requirements to determine the appropriate next steps.
- Drive customer contact, capture and conversion while ensuring customers are treated fairly.
- Identify potential credit hire, vehicle hire, repair, recovery and total-loss requirements and refer appropriately.
- Progress eligible claims and provide accurate handovers to the relevant teams.
- Manage call-backs, outstanding actions and ageing cases to ensure opportunities are not missed.
- Maintain accurate system notes covering conversations, decisions, contact attempts and outcomes.
- Handle customer questions, objections and more complex motor claims scenarios professionally.
- Recognise vulnerable customers and escalate appropriately where additional support is required.
- Work closely with Claims, Hire, Repairs and other teams to provide a smooth customer journey.
- Previous experience within Motor Claims, Motor Accident Management, Credit Hire, Vehicle Hire or Motor Insurance.
- Strong understanding of the motor claims and accident management process.
- Experience working towards KPIs, particularly around contact, capture, conversion, productivity and quality.
- Confident telephone manner with the ability to build rapport, ask the right questions and handle objections.
- Strong attention to detail and accurate claims/system recording.
- Comfortable handling sensitive customer conversations and complaints.
- Well organised, proactive and able to manage your own caseload effectively.
- A genuine customer-focused approach while understanding commercial objectives.
Why Join Us?
- £27,000–£29,000 salary
- Fully remote working with monthly team meetings in the South East
- Opportunity to develop your career within Motor Claims and Accident Management
- Join an experienced and supportive Intervention team
- Regular coaching, training and development
- Gain exposure across claims, credit hire, vehicle hire and accident management
- Clear KPIs and opportunities for progression
- Fast-paced, collaborative working environment
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