Complaints Handling jobs in North East Region

Company Overview
Collingwood Insurance Services (UK) Ltd. is a reputable insurance intermediary based in the UK, dedicated to delivering exceptional customer service since 2006. We specialize in providing tailored insurance solutions and pride ourselves on our knowledgeable, friendly team of UK-based agents who are committed to meeting diverse customer needs.

About the Role
We are looking for an experienced and proactive Senior Claims Handler to join our Claims team. This is an excellent opportunity for an individual with a strong background in motor claims handling who can confidently manage their own caseload, negotiate settlements, and support the wider team in achieving excellent customer outcomes.

As a Senior Claims Handler, you will be responsible for handling a portfolio of claims through to settlement, ensuring claims are resolved efficiently, cost-effectively, and in line with company procedures, regulatory requirements, and service standards. You will also provide guidance and support to less experienced colleagues and contribute to the overall success of the team.

Key Responsibilities

• Manage a portfolio of motor claims from inception through to settlement.
• Investigate liability and obtain all necessary information to support claim decisions.
• Handle inbound and outbound calls with policyholders, third parties, solicitors, brokers and service providers.
• Negotiate settlements to achieve the best possible outcome for customers and the business.
• Proactively pursue early claim resolution and reduce unnecessary claim costs.
• Accurately maintain reserves and claims records.
• Investigate potentially fraudulent claims and determine appropriate strategies for resolution.
• Handle Personal Injury and Credit Hire claims with minimal supervision.
• Manage litigated claims and make informed decisions regarding claim progression.
• Utilise engineers, investigators and other external suppliers where appropriate.
• Identify and manage complaints in line with company procedures.
• Support Team Leaders by authorising lower-level payment requests and assisting junior team members.

Essential Skills & Experience

• Previous experience in motor claims handling.
• Strong understanding of liability investigations and claims negotiation.
• Knowledge of Civil Procedure Rules (CPR), MOJ Portal processes and the wider litigation process.
• Experience handling Personal Injury and Credit Hire claims.
• Understanding of fraud identification and investigation techniques.
• Excellent verbal and written communication skills.
• Strong organisational skills and the ability to effectively prioritise workload.
• Ability to work independently with minimal supervision.
• Customer-focused approach with excellent attention to detail.
• Strong decision-making and problem-solving skills.

What We're Looking For

We are seeking someone who:

• Takes ownership and accountability for their workload.
• Is proactive and solutions-focused.
• Supports and develops colleagues within the team.
• Demonstrates professionalism and integrity at all times.
• Maintains a positive attitude and works collaboratively with others.
• Is committed to delivering excellent customer service.
• Thrives in a fast-paced environment and remains calm under pressure

Pay: Up to £35,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Store discount

Work Location: Hybrid remote in North Shields NE29 6AR