Senior Claims Handler

Job Title:
Senior Commercial Claims Handler

An opportunity has arisen for an experienced cross-class Commercial Claims Handler to join a well-established insurance brokerage team in Stoke-on-Trent. The role is ideal for a claims professional who thrives in a fast-paced environment, is passionate about customer service, and enjoys delivering high-quality, empathetic support to clients during challenging situations.

The vacancy has become available following retirement and internal promotion, reflecting a positive and supportive team culture. You will be joining an experienced, friendly team where claims service is considered the benchmark of client experience.

• Manage a caseload of cross-class commercial claims, ensuring clients receive a proactive, professional, and empathetic service throughout the claims lifecycle
• Handle claims across areas such as haulage, motor trade, liability, and property (experience in these areas is advantageous)
• Liaise with clients, insurers, loss adjusters, and solicitors to progress claims and challenge outcomes where necessary to achieve fair settlements
• Prepare claims analysis reports and support client meetings, both virtually and face to face
• Act as a technical referral point for colleagues and contribute to the training, mentoring, and development of less experienced team members

• Proven experience in cross-class commercial claims handling
• Strong commitment to delivering excellent customer service
• Client-facing claims experience within a broker environment is desirable
• Progress towards, or completion of, CII qualifications is advantageous
• Experience using claims or broking systems such as Acturis is beneficial
• Excellent communication, negotiation, and interpersonal skills
• Ability to work proactively using initiative and sound judgement
• Strong organisational skills with the ability to manage workload under pressure while maintaining high attention to detail
• Confidence supporting and mentoring colleagues

• 26 days’ annual leave plus bank holidays
• Support for professional qualifications and ongoing training
• Contributory pension scheme
• Access to 24-hour physical and mental wellbeing support
• One paid volunteering day per year

If you are looking for a challenging and rewarding claims role within a supportive team environment, please submit your application today.

Contact Expert:

Scott Norton-Ashley, Senior Regional Consultant on  or