Claims Specialist
Location: Manchester City Centre (Office Based)
Hours: Full-time, Monday to Friday, 9:00am – 6:00pm, plus every other Saturday, 9:00am – 6:00pm
Salary: £29,080.48 per annum + Uncapped Commission Scheme + Excellent Benefits
About the Role
We are looking for a proactive and customer-focused Claims Specialist to join our growing team. This is an exciting opportunity for someone with excellent communication skills and a passion for delivering outstanding customer service while maximising claim progression and client retention.
Working closely with Account Managers, operational teams and external partners, you will play a key role in supporting clients throughout their claims journey, resolving issues, preventing claim cancellations and ensuring every viable claim progresses successfully.
Key Responsibilities
Client Contact
- Review newly received claims and proactively contact clients.
- Ensure clients have been contacted by the relevant department and understand the next steps.
- Identify and resolve any concerns that could impact claim progression.
- Deliver an exceptional customer experience throughout the claims process.
- Escalate service or operational issues where necessary.
Hire Management
Working alongside the Account Manager, you will:
- Contact clients after vehicle hire deployment.
- Confirm receipt of the hire vehicle and ensure it meets their needs.
- Resolve any delays or service issues with hire partners.
- Keep clients updated until issues are fully resolved.
- Monitor service levels and highlight recurring concerns.
Claim Conversion
- Review rejected, pending and non-progressing claims.
- Assess claims for suitability with alternative partners.
- Prepare and transfer accurate case information.
- Maximise opportunities for successful claim progression.
Pending Case Management
- Review claims awaiting further action or information.
- Contact clients to obtain outstanding information.
- Liaise with internal departments to remove progression barriers.
- Ensure claims progress promptly wherever possible.
- Retain ownership of successfully converted files where applicable for commission purposes.
Claim Rescue
- Contact clients who have disengaged or indicated they wish to cancel their claim.
- Understand and resolve concerns to retain viable claims.
- Work with operational teams to recover claims wherever possible.
- Record outcomes accurately and maximise client retention.
Scottish Personal Injury Claims
- Review historic Scottish Personal Injury opportunities.
- Re-engage clients where no recent contact has been made.
- Assess ongoing viability and facilitate claim progression.
- Work with colleagues and external partners to maximise conversion opportunities.
Essential Experience
- Experience within personal injury, legal services, insurance, claims handling, vehicle repair or credit hire.
- Client retention or conversion experience.
- Knowledge of motor claims processes.
- Experience using ProClaim or similar case management systems.
What Success Looks Like
Performance will be measured through:
- Client contact completion rates.
- Claim retention and rescue performance.
- Pending case conversion rates.
- Hire customer satisfaction.
- Flip and repatch success.
- Revenue generated through retained and recovered claims.
- Compliance, file quality and customer satisfaction.