Claims Handler

Job Description Claims Handler Key Responsibilities

• Providing excellent customer/client support and handling enquiries – internal and external.
• Liaising with internal teams and stakeholders.
• Maintaining accurate records and updating customer information.
• Communicating with customers/clients through various channels, including inbound and outbound phone calls.
• Exhibiting good telephone manner, building rapport with customers/clients while representing the business.
• Understanding vulnerable customers and how to identify them.
• Strong listening skills with the ability to confidently articulate the best outcome for the customer on the spot.
• Resolving customer queries in a timely and professional manner.
• Completing account administration with a high level of accuracy.
• Liaising with all parts of the business to resolve customer queries.
• Achieving business goals and targets while staying within SLA.

• Working the emails in priority order to ensure we remain within SLA.
• Responding to customer correspondence by letter and email.
• Managing complaints.
• Completing MI/R tasks.
• Issuing documents to client/customer.
• Keeping the client up to date.
• Answering calls promptly.
• Updating of CMS/SERVER/CRM.
• Following SOPs process.
• Achieving KPI.
• Attending call monitoring feedback sessions.

• A proactive, detail‑oriented team player with a "can‑do" attitude.
• Strong communication skills and a confident telephone manner.
• Previous experience in customer service or a fast‑paced office environment.
• (Bonus) Insurance or claims handling experience.

Adler and Allan are committed to fostering diversity and inclusion in our workplace. We proudly embrace equal opportunities for all applicants, regardless of race, colour, religion, sex, sexual orientation, gender identity or national origin. If you require any support with your application, whatever the circumstance, please let us know.

MEL Environmental Solutions Ltd offers comprehensive pollution response services tailored for the insurance sector. They specialise in managing pollution incidents that pose serious risks to the environment, drinking water supplies, and public health. Their expertise is trusted across various industries, including finance, insurance, petrochemicals, and the Ministry of Defence.