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Recovery Claims Handler

Zoek Pin Royal Tunbridge Wells, Kent, England

**Salary:           ** Up to £22,000 dep on exp + annual bonus + excellent benefits

Permanent (Full time)

Posted 7 days ago

Company description

Job title:         Recovery Claims Handler

Location:        Tunbridge Wells/remote working options available

Salary:            Up to £22,000 dep on exp + annual bonus + excellent benefits

Hours:            hours per week working on a shift pattern between 8 am and 6 pm     Monday to Friday.


Here at the AA and as part of our Motor & Home Insurance Claims business in Tunbridge Wells, we are looking for an ambitious and enthusiastic Recovery Claims Handler to join us.

You will be part of an ambitious but warm, friendly and outgoing team, where everyone works together and supports one another. It’s also one of the fastest growing areas in our business. This is the perfect time to join us to develop your career within a function that has a ‘family’ feel but also with the benefit of being part of the wider AA Group.

So, if you’re committed to doing well in everything you do and understand what good customer service looks and feels like, then we will support you all the way and would love to hear from you!

This is the job

As a Recovery Claims Handler you will be committed to provide our customers with a superb service by ensuring customers claims are assessed quickly, and if valid are settled in the shortest possible time.

You will be responsible for a portfolio of non-fault claims ensuring a full recovery of our costs whilst keeping our customer updated and maintaining expectations. You will need to collect evidence to support our liability decision and compose outlay documents, so we can pursue a recovery of our losses. You will also be required to prepare files so they are ready for legal proceedings to be issued by our appointed solicitor.

This is a great role if you like dealing with lots of different people both internally and externally. There is great variety in the role as each case is different!

What will I be doing?

  • Keeping the customer updated on claims progress ensuring a good customer journey is maintained

  • Recording accurately your investigations into liability and tracing the negligent party’s insurers to recover our subrogated losses

  • Assessing liability for an accident and offer advice and guidance to our customers giving an objective opinion on prospects and where necessary advise our customer regarding where liability will rest

  • Knowing when to issue proceedings, or to negotiate liability with the third party insurers, only issuing proceedings if it will bring the claim to a favourable speedy conclusion

  • Validating cover is in force for a claim and identifying possible fraudulent claim markers to be referred for investigation

  • Instructing suppliers such as repairers, solicitors and car hire companies

  • Managing a portfolio of non-fault claims, ensuring that SLAs are met and the AD aspect of a claim is concluded quickly and all costs recovered

  • Supporting cost, service and process efficiency projects across the team, as well as having the opportunity to get involved in departmental projects

What do I need?

  • Claims handling experience is desirable but not essential

  • Customer service background is essential – this can be from retail, hospitality etc

  • Good spoken and written communication skills

  • Accuracy and attention to detail

  • Positive and self-confident approach when dealing with our customer

  • Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customer understanding that our customer could be distraught and concerned following an incident

  • Ability to work well under pressure and meet deadlines

  • PC literate with good administrative skills

  • Ability to take on increased ownership and responsibility when necessary

Additional Information

What’s in it for you:

We are also dedicated to your personal development. As a valued employee of the AA, you’ll have access to a range of benefits, as well as learning and development opportunities including:

  • Annual bonus scheme

  • Contributory pension scheme

  • 25 days holiday

  • 50% discount on AA membership in the first year and free thereafter

  • Discounts on the wider AA products and services incl. car insurance, home insurance etc.

  • Flexible working options

  • Onsite parking


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