Claims Handler in Chippenham at ARI

Date Posted: 9/30/2018

Job Snapshot

Job Description

Job Details

Job Function

To receive incoming calls from customers regarding the damage to or theft of their company vehicle. This may include receiving telephone calls immediately following a road traffic accident, therefore an assertive but empathetic telephone manner is essential. Liaising with the supplier network to progress repairs to completion, ensuring all relevant parties (including customers, drivers and insurers) have up-to-date information at all times.

Reporting to: Team Leader – Accident Management, Operations  

Key Responsibilities and Accountabilities

  • Receive telephone calls from drivers or fleet contacts regarding damage to vehicles as a result of a road traffic accident or damage
  • Ask appropriate questions and assess the best course of action with customer service and cost management in mind
  • Manage all ongoing tasks for claims and be the point of contact for all external or internal contacts
  • Liaise with customer contacts, repairers and insurance companies to progress claim keeping all parties informed of progress
  • Manage all aspects of onward documentation
  • Ensure data provided is compliant and quality controlled
  • Manage all aspects of vehicle down time
  • Ad hoc tasks as required by the business 

Person Specification

ARI is looking for people with a passion for customers, co-workers and those living in the local community. Please take some time to consider our Company’s values in deciding whether ARI is the right place for you.

Experience required

Experience in insurance claims handling is beneficial as is knowledge in vehicle insurance principles and processes

Demonstrable success in a customer service role required. Candidates will have a genuine passion for exceptional customer care.

Must be adept in the use of a PC, internet and email and able to grasp new software applications easily and quickly. Able to use Microsoft Word, Excel and Outlook to an intermediate level.

Communication Skills

  • Must be highly empathetic
  • Excellent questioning and listening skills with an ability to assimilate accurate information
  • Able to instantly build and maintain rapport with a range of people
  • Articulate with a high standard of all round communication skills
  • Committed to delivering excellent customer service within the parameters agreed

Organisation and Planning

  • Able to control a process to timely conclusion whilst demonstrating care and compassion in difficult situations
  • Is prepared to go the ‘extra mile’ in order to achieve excellent end results
  • A proactive and dynamic attitude to problem solving
  • Ability to multi task with consistency and accuracy

Flexibility and Resilience

  • Able to think clearly under pressure and deliver requirements to a consistently high standard
  • Reacts quickly and uses initiative with a sense of urgency
  • Able to self-motivate and keep positive in challenging situations
  • A calm and assertive approach to dealing with difficult situations 

Personal Projection

  • A natural propensity to volunteer to help others to ensure the successful conclusion of tasks
  • Self-driven and results orientated
  • Reliable, consistent and tenacious
  • A positive, mature and confident manner


  • Hours of work: 41.5 hours per week, working to a regular shift pattern to include a maximum of 2 out of 4 Saturday mornings
  • Comprehensive training
  • Competitive and attractive salary
  • Partners in Excellence reward and recognition scheme
  • 25 days annual holiday (excluding Bank Holidays)