Senior Claims Handler / Claims Coordinator

Falkirk

Office-based

We are looking for a skilled and knowledgeable claims handler with a passion for excellent customer service to join an established team in the Falkirk area. This will be a senior role within the team so taking on additional responsibilities to support the team manager as required.

Job Summary:

As the first point of contact for our customers, you will manage a case load of property claims from inception to completion. The works include both restoration (cleaning, drying, strip-out) and reinstatement (repair works) following insurance claims. You will be a key liaison between the policyholder, the insurance company, the field teams (technicians, trades, and managers), and sub-contractors.

Responsibilities:

• Oversee property claims from receipt of the initial instruction to job completion of works.
• Take responsibility for all administrative aspects of each claim, ensuring that client systems/portals (including case notes, logs, and records) are accurately maintained and within agreed Service Level Agreements.
• Act as a central point of contact for policyholders, insurance clients, field and office teams to ensure efficient and exemplary job completion.
• Manage the regional administrative resource, providing support and guidance to other administration staff within the team to maintain workflow and quality standards.
• Schedule trades according to job requirements on a day-to-day basis, optimising their time and minimising travel.
• Order materials for delivery to site.
• Take lead responsibility for assessing customer satisfaction with the service and identifying any necessary remedial action.

Skills/experience required:

• Previous experience in administration, claims handling and customer service.
• Experience in planning and allocating work to field-based staff.
• Experience overseeing the work of others or supporting team workflow.
• An understanding of claims management tools and systems would be advantageous (but not essential).

• Strong literacy and numeracy skills.
• Proficiency in IT skills, including basic Excel use; experience with data analysis is a plus but not essential.
• Excellent communication skills with the ability to influence and engage effectively across all levels.

Package details

• The salary will be £29,400
• Working hours are 9.30am to 5.00pm (40 per week)
• Office-based
• 25 days (including Bank Holidays)
• Healthcare, life insurance and pension and other benefits

Additional information

Please apply for this Claims Coordinator / Claims Handler role by clicking on the apply button at the bottom of the page. We may not always be able to reply to every applicant due to the volume of CVs received so if you have not received a reply within 3 working days, please assume that you have not been successful on this occasion.