Third Party Motor Claims Intervention Handler

About the role

Are you an experienced Motor Claims Handler with a background in claims intervention? We’re looking for a Third Party Motor Claims Intervention Handler to join a busy Intervention team, where you’ll speak directly with customers following a motor accident and identify the right support and services for their circumstances.

Key responsibilities

• Take ownership of allocated motor claims intervention cases and make timely first contact with customers.
• Understand the circumstances of the motor accident and establish the customer’s needs.
• Explain relevant accident management, vehicle hire, repair and claims services clearly and accurately.
• Assess eligibility, liability and customer requirements to determine the appropriate next steps.
• Drive customer contact, capture and conversion while ensuring customers are treated fairly.
• Identify potential credit hire, vehicle hire, repair, recovery and total‑loss requirements and refer appropriately.
• Progress eligible claims and provide accurate handovers to the relevant teams.
• Manage call‑backs, outstanding actions and ageing cases to ensure opportunities are not missed.
• Maintain accurate system notes covering conversations, decisions, contact attempts and outcomes.
• Handle customer questions, objections and more complex motor claims scenarios professionally.
• Recognise vulnerable customers and escalate appropriately where additional support is required.
• Work closely with Claims, Hire, Repairs and other teams to provide a smooth customer journey.

Required profile

• Previous experience within Third Party Motor Claims Intervention.
• Strong understanding of the motor claims and accident management process.
• Experience working towards KPIs, particularly around contact, capture, conversion, productivity and quality.
• Confident telephone manner with the ability to build rapport, ask the right questions and handle objections.
• Strong attention to detail and accurate claims/system recording.
• Comfortable handling sensitive customer conversations and complaints.
• Well organised, proactive and able to manage your own caseload effectively.
• A genuine customer‑focused approach while understanding commercial objectives.
• CII or relevant motor claims/insurance qualifications would be advantageous.

What we offer

• £27,000–£29,000 salary.
• Fully remote working with quarterly team meetings in the South East.
• Opportunity to develop your career within Motor Claims and Accident Management.
• Join an experienced and supportive Intervention team.
• Regular coaching, training and development.
• Gain exposure across claims, credit hire, vehicle hire and accident management.
• Clear KPIs and opportunities for progression.
• Fast‑paced, collaborative working environment.