Senior Claims Handler - Complex Claims

About The Role

ARAG UK have an excellent new opportunity for a Senior Claims Handler to join our highly successful Complex Claims Team in Bristol. This is a fantastic opportunity to work in an environment where you can help deliver on our commitment to Access to Justice by joining the largest UK Legal Expenses insurer. If you are looking for a career with excellent benefits, culture and training then this is the role for you! We offer a 35-hour working week with no evenings or weekends, and our bright, modern offices are centrally located with the benefit of excellent transport links. Our hybrid working patterns, once your training is complete, are two days in the office each week.

The successful candidate will be responsible for providing excellent customer service whilst processing new and existing claims within our specialist claims area, dealing with all claim types. This means that you will be working closely with both our preferred panel firms of solicitors as well non-panel firms. You will also liaise directly with our policy holders and their brokers/insurers in order to investigate, negotiate and settle claims within agreed authority levels, in accordance with company and regulatory requirements.

As a Complex Claims Handler you will need to develop a broad knowledge of legal issues and processes ensuring that claims are handled accurately and efficiently throughout the duration of the claims cycle. You’ll provide guidance to customers on key components of the product, help customers to make decisions to protect claims cost and take ownership for seeing the case resolved to company and customer satisfaction.

About You

We would love to hear from you if you have worked in a financial services environment before, and it would be advantageous if you have worked in an insurance claims role. If you have worked in Legal Expenses claims, all the better, but we will provide full training to the successful candidate – aptitude, willingness to learn and a positive proactive manner when dealing with customers over the phone are the most important attributes for our handlers.

In addition, we’re looking for candidates with the following:

• Ability to handle challenging calls in line with our customer framework.
• Excellent communication and relationship building skills including the ability to communicate information in a clear and commercial manner whilst maintaining resilience when dealing with difficult customers.
• The ability to deliver high quality performance against challenging KPI’s, targets and SLA’s.
• Excellent organisational skills and attention to detail including accuracy of communication with others.
• Ability to make good judgments throughout the claims journey and demonstrate the ability to work under pressure.
• Ability to use own initiative to prioritise work.
• A natural ability to manage conflict with an investigative mind in order to solve customer queries.
• Demonstrate a high level of professionalism, integrity and commitment with working both remotely and in the office.

If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you meet all the criteria listed above.

• Generous and negotiable starting salary, dependent on skills and experience
• 26 days holiday + bank holidays+ ‘MyDay’ (1 day to take at your discretion during the year)
• Contributory company pension scheme (up to 10% employer match)
• Opportunity to buy up to 5 days of annual leave every year
• Employee Reward and Incentive Scheme
• Progressive career pathway and development opportunities
• The option to join our Sports and Social club which organises discounted events such as theatre visits, sporting events and shopping trips
• Group Income Protection for all employees
• Group Legal Protection for all employees
• European Motor Assistance and Home Emergency Assistance
• Inclusion in our Health Cash plan
• Salary sacrifice benefits including Cycle scheme 
• Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK

About The Company

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It’s our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas.

We have always been aware that it’s the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we’re committed to creating a great place to work for our employees.

We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career.  

By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.

If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.