Claims Specialist

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

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• Review newly received claims and proactively contact clients.
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• Ensure clients have been contacted by the relevant department and understand the next steps.
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• Identify and resolve any concerns that could impact claim progression.
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• Deliver an exceptional customer experience throughout the claims process.
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• Escalate service or operational issues where necessary.
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Hire Management

Working alongside the Account Manager, you will:

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• Contact clients after vehicle hire deployment.
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• Confirm receipt of the hire vehicle and ensure it meets their needs.
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• Resolve any delays or service issues with hire partners.
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• Keep clients updated until issues are fully resolved.
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• Monitor service levels and highlight recurring concerns.
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Claim Conversion

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• Review rejected, pending and non-progressing claims.
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• Assess claims for suitability with alternative partners.
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• Prepare and transfer accurate case information.
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• Maximise opportunities for successful claim progression.
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Pending Case Management

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• Review claims awaiting further action or information.
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• Contact clients to obtain outstanding information.
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• Liaise with internal departments to remove progression barriers.
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• Ensure claims progress promptly wherever possible.
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• Retain ownership of successfully converted files where applicable for commission purposes.
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Claim Rescue

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• Contact clients who have disengaged or indicated they wish to cancel their claim.
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• Understand and resolve concerns to retain viable claims.
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• Work with operational teams to recover claims wherever possible.
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• Record outcomes accurately and maximise client retention.
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Scottish Personal Injury Claims

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• Review historic Scottish Personal Injury opportunities.
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• Re-engage clients where no recent contact has been made.
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• Assess ongoing viability and facilitate claim progression.
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• Work with colleagues and external partners to maximise conversion opportunities.
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Essential Experience

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• Experience within personal injury, legal services, insurance, claims handling, vehicle repair or credit hire.
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• Client retention or conversion experience.
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• Knowledge of motor claims processes.
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• Experience using ProClaim or similar case management systems.
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What Success Looks Like

Performance will be measured through:

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• Client contact completion rates.
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• Claim retention and rescue performance.
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• Pending case conversion rates.
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• Hire customer satisfaction.
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• Flip and repatch success.
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• Revenue generated through retained and recovered claims.
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• Compliance, file quality and customer satisfaction.
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