As the first point of contact for clients and service providers, the Claims Administrator plays a key role in delivering a professional, courteous, and responsive front-line experience. This position supports the wider Claims team by ensuring effective communication and phone handling, contributing to the smooth functioning of our customer service processes.
Key Responsibilities
* Telephone Management: Answer all incoming calls in a prompt, polite, and professional manner and transfer them to the appropriate Claims Handler or department.
* Call Triage: Accurately capture basic call details and assess urgency where applicable to ensure efficient routing.
* Customer Service: Provide clear, courteous, and helpful responses to initial client inquiries while respecting confidentiality and data protection.
* Support Claims Team: Liaise closely with the Claims Handlers to stay informed of team availability and service workflows.
* Administrative Support: Manage shared inboxes, incoming post, and general office communications.
* Record Keeping: Log and track incoming calls where necessary using internal systems to ensure a smooth handover.
* Team Collaboration: Work closely with the Claims Leadership Team to ensure a high-quality customer journey from the first point of contact.
* Process Efficiency: Recommend improvements to call handling processes and contribute to a positive, solution-focused culture.
* Compliance Awareness: Ensure all communication is in line with relevant company and regulatory standards including CPC guidelines.
* Maintain Office Presence: Represent the company's professional image to all external parties.
Education and Work Experience
* Previous experience in a front-of-house, call center, or customer service role (minimum 1–2 years preferred)
* Familiarity with office procedures and telephone systems
* Comfortable working in a fast-paced, regulated environment
Knowledge & Skills
* Professional and confident telephone manner
* Excellent verbal communication and interpersonal skills
* Ability to remain calm, friendly, and focused under pressure
* Strong attention to detail and accuracy in message-taking
* Basic knowledge of insurance industry (an advantage, but not essential)
* Competent in Microsoft Office and adaptable to new internal systems
Your Approach
* Approachable, patient, and customer-focused
* Reliable and punctual with strong time-management skills
* Respectful of confidentiality and data protection regulations
* Proactive and flexible, willing to support where needed
* Friendly and empathetic in dealing with all callers
* A team player who takes pride in supporting others
Job Type: Full-time
Benefits:
* Bike to work scheme
* Company pension
* On-site parking
* Sick pay
* Work from home
Work Location: Hybrid remote in Ardcavan Business Park, Ardcavan, CO. Wexford