Claims Resolution Handler (Level 1

Role Description

We have an exciting opportunity for a Claims Resolution Handler (Level
1) to join our team in a fast-paced, customer-focused role where your judgement, communication skills and problem-solving ability will make a real difference every day.

In this role, you will manage, validate, negotiate and settle third party vehicle/property damage claims, third party uninsured loss claims and help customers through what can often be a stressful time. You will deal directly with customers, suppliers, insurers, solicitors, uninsured loss recovery agents and colleagues, using your confidence and knowledge to resolve issues, manage expectations and deliver the right outcome.

You will bring Allianz brand values and behaviours to life in every interaction, handling complaints in line with FCA guidelines while keeping the customer journey and commercial awareness at the heart of what you do.

This is a hybrid role based out of our Bournemouth, Leeds or Chelmsford offices with the expectation of attending the office a minimum of 2 days per month. Please note that you may be required to attend more often when needed.

Helping you achieve a good work-life balance is important to us and you will have the flexibility to work both at home and in the office, once you are trained. For the training period you may be required to work mostly in the office, so you would need to be fully flexible for the first 6 weeks.

Circa £25,500 per year. Pay is based on relevant experience, skills for the role, and location.

Salary is only one part of our total reward package.

As a Claims Resolution Handler (Level
1), a typical day will involve:

• Speaking with customers/ suppliers/ insurers/ solicitors/ uninsured loss recovery agents and internal teams to progress claims and claim-related queries.
• Validating claims with customers.
• Investigating alleged non-involvement claims.
• Negotiating and settling third party vehicle and property damage claims.
• Taking ownership of more involved conversations, using sound judgement to resolve issues efficiently and fairly.
• Managing objections and complaints professionally, with empathy, confidence and a clear focus on customer outcomes.
• Balancing great customer service with commercial awareness, ensuring decisions are appropriate, timely and well explained.
• Working collaboratively with colleagues to share knowledge, improve processes and support a high-performing claims team.
• Playing an important part in shaping the customer experience while continuing to build your skills and develop your career with Allianz.

• Strong verbal and written communication skills, with the ability to influence, explain decisions clearly and handle objections.
• Confident negotiation skills, including the ability to support effective complaint resolution.
• A customer-first approach, with the ability to empathise, understand concerns and provide clear, compassionate support.
• The ability to remain calm, focused and organised when managing competing priorities or challenging conversations.
• A proactive approach to problem solving, with confidence making decisions and knowing when to escape.
• We support the government scheme “Access to Work” please feel free to ask us about the access to work scheme.

• Experience in claims handling, customer resolution or a similar fast-paced customer service environment.
• A good understanding of relevant legislation, claims procedures and the importance of regulatory compliance.
• Motivated, confident, resilient and proactive, with a positive approach to self-development and teamwork.