Motor Damage Claims Handler

Transcare Solutions Ltd (Part of Arriva Group)
Based:
Doxford Park, Sunderland Salary: £25,000 - £30,000 (subject to experience)
Full time - 35 hours per week (Monday to Friday - hybrid working)
Are you an experienced claims professional with a strong track record in motor or damage claims? Do you thrive in a fast-paced environment where you can take ownership of cases and drive outcomes? If so, join Transcare Solutions Ltd and play a key role in supporting Arriva’s insurance and claims operations.

Arriva is one of Europe’s leading transport providers, employing over 60,000 people and delivering more than 2.2 billion passenger journeys across 14 countries. With a rich heritage and ambitious growth plans, this is an exciting time to join our organisation.

The Role As a Motor Damage Claims Handler, you will manage a portfolio of damage and recovery claims, taking ownership from initial notification through to resolution. You will proactively manage your caseload to deliver cost-effective and timely outcomes, while ensuring compliance with legal frameworks, policies, and service level agreements.

This role will be on a hybrid working basis, a minimum of 3 days per week from our Sunderland (Doxford) office, with the remainder focused on where you can best deliver for your colleagues while maintaining a healthy work-life balance.

Key Responsibilities Manage a caseload of damage and recovery claims up to an authority level of £10,000

Handle new incident reports via telephone and electronic reporting systems

Assess liability and make decisions on claim validity and settlement offers

Authorise payments and process supplier invoices (up to £5,000)
Proactively manage cases to reduce lifecycle times and financial exposure

Maintain strong communication with internal stakeholders, suppliers, and third parties

Complete case reviews and manage performance metrics in line with KPIsIdentify trends, risks, and opportunities to support continuous improvement

Ensure accurate data handling in line with UK data protection legislation

Support wider team activities and provide cross-functional cover where required

About You We are looking for someone who:

Has a minimum of 2 years’ experience handling motor claims from inception to settlement (including property damage and credit hire)
Has strong knowledge of claims handling processes, case law, and insurance frameworks

Demonstrates excellent communication and stakeholder management skills

Is confident in decision-making and negotiating claim settlements

Has strong attention to detail and can identify inconsistencies or fraud indicators

Is highly organised and able to manage a varied caseload effectively

Has strong IT skills, including Microsoft 365 and claims management systems (experience of using a 'Figtree' based CMS within last 5 years would be advantageous).Shows empathy when dealing with customers while maintaining professionalism

Is proactive, with a focus on continuous improvement and best practice

Benefits:

Fee onsite parking

Fee Bus Travel (outside of London)
Membership of Arriva Workplace Pension Monday to Friday, 35 hours per week with 1 hour for lunch each dayTrue hybrid working – a minimum of 3 days per week in the office, the rest focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance

Life Assurance, plus access to one of the UK’s largest networks of medical professionals
25 days holidays annually and statutory bank holidays, with the opportunity to purchase additional holiday in eligible windows.

Access to our Employee Assistance Programme (EAP)
Access to discounts and cash back through ‘The Village’ – our Online Reward Gateway Eyecare vouchers

The opportunity to join our Employee Experience Forum – a community of people leading activity and initiatives to enhance Wellbeing, Career Development and Community within our Corporate Centre and Corporate Services.

Why Join Us?

Be part of a leading international transport organisation

Work in a collaborative and supportive environment

Opportunities to develop your expertise and career

How to Apply

If you’re a motivated claims professional looking to take the next step in your career, we’d love to hear from you.#LI-LS1

INDCORP