Home Claims Handler – Customer Service Role

About the role

We are looking for a Home Claims Handler to join our busy team in Morecambe. You will provide advice and support to customers filing home insurance claims, handling a variety of situations from accidental damage to theft and weather‑related incidents.

Key responsibilities

• Provide clear, personalised advice to customers on their AXA Home insurance claims.
• Manage new and existing claims, assess policy cover and make decisions on claim eligibility.
• Tri­age incoming claims and handle phone enquiries covering accidental damage, theft, and weather events.
• Maintain accurate case notes, logs and diaries for each customer.
• Support customers who hold AXA policies as well as those referred through brokers or other insurers.

Required profile

• Demonstrates empathy and ensures each customer feels valued and supported.
• Responds promptly to calls while maintaining high accuracy and attention to detail.
• Keeps precise and timely records of all interactions.
• Remains composed and level‑headed when dealing with challenging situations.

Required skills

What we offer

• Hybrid working – initially 2 days a week away from home, moving to 3 days.
• Rotating shift pattern covering 8 am‑8 pm weekdays and 9 am‑5 pm Saturdays.
• Comprehensive onsite induction and a market‑leading 6‑week training programme.
• Permanent contract with a competitive salary.