FNOL Claims Handler

The Person

We're looking for an experienced First Notification of Loss and Claims Administrator to join our clients growing Motor FNOL (First Notification of Loss) team and help deliver exceptional customer service from the moment a claim is reported.

This is a fantastic opportunity for someone with strong customer service and administrative or experience who enjoys a fast-paced environment and wants to make a real difference in the customer journey.

The applicant needs to be within a commutable distance to either Bromley or West Malling, Kent.

Responsibilities

The responsibilities of the FNOL & Administration Handler include (though are not limited to):

• Handle inbound FNOL calls and notifications via phone, email, and digital channels.
• Gather and record all relevant claim details accurately and efficiently in the claims management system.
• Validate policy cover and identify any potential issues or required referrals.
• Provide clear guidance to customers regarding the claims process, next steps, and required documentation.
• Maintain and update claim files, ensuring documentation, correspondence, and evidence are stored correctly.
• Issue standard letters, acknowledgements, and requests for information.
• Ensure all actions comply with regulatory, legal, and data protection standards (e.g., FCA, GDPR).

Skills and Experience

• Experience within motor insurance claims, FNOL, or TPA environments.
• Previous experience in a customer service, call handling, or administrative role.
• Strong communication skills (verbal and written) with a professional and calm manner.
• High attention to detail and accuracy in data entry.
• Ability to multitask and manage workload in a fast-paced environment.
• Proficient with Microsoft Office and claims or case management systems.
• Customer-centric approach with a focus on delivering a positive experience.
• Knowledge of basic motor policy cover, liability, and claims processes.

Key Competencies

• Customer Service Excellence
• Teamwork & Collaboration
• Problem-Solving
• Organisation & Time Management
• Professionalism & Integrity
• Ability to Work Under Pressure
• Strong knowledge of regulatory and industry standards (FCA, GDPR, Treating Customers Fairly).