About the Role

As a Claims Handler you will support customers over the phone when they need us the most. Our role is to be there for them following an incident and to support them at the start of their claims journey.

Wage: £26,230 a year

Training course: Insurance practitioner (level 3)

Hours: Monday to Friday, on a rotational shift pattern between 08:00 and 19:00. 37 hours 30 minutes a week

Start date: Monday 28 September 2026

Duration: 1 year

Positions available: 10

What you'll do at work

• Support customers following an incident when they need assistance most
• Guide customers through their claims journey from start to finish
• Help customers log their claim as part of the First Notification of Loss (FNOL) process
• Assist customers in understanding and navigating the claims process
• Handle customer interactions over the phone
• Support claim activities during the first three days of the claim lifecycle
• Act as a case handler, managing and progressing claims
• Deliver a high-quality customer experience at every interaction
• Show empathy and understanding towards customers’ situations
• Work towards team and individual performance targets

Where you'll work

St. Georges Tower
1 St. Georges Way
Leicester
LE1 1SH

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider
DAVIES LEARNING SOLUTIONS LIMITED

Training course
Insurance practitioner (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Achieve desired business outcomes within own area of insurance responsibility, in line with the organisation's commercial aims and objectives.
• Identify information from a range of sources to determine an appropriate course of action including a recommendation, a decision or a referral.
• Analyse data to make evidence based decisions.
• Apply organisational quality assurance policies and procedures in their role and within the limits of own authority.
• Apply appropriate method of communication for audience and circumstances.
• Records, verifies, maintains and where appropriate, shares information.
• Compliant with relevant governance, policies and procedures.
• Identify work with stakeholders and creates and maintains a network of stakeholders needed to undertake casework effectively and to conclusion.
• Balances competing priorities in order to meet deadlines.
• Builds and maintains positive relationships.
• Work as part of a team to help achieve results.
• Identify potential claims fraud and determine the correct action to prevent loss.
• Manage insurance claims and/or payments within the limits of responsibility in line with policies and procedures.
• Identify and manage insurance risks within the limits of responsibility in line with policies and procedures.
• Recommend insurance and premiums decisions within the limits of responsibility and in line with organisational policies and procedures.
• Gather and interpret relevant information to provide a return on insurance decisions.
• Match client’s needs with available insurance products and services.
• Optimises the potential return on insurance decisions within the scope of own role by identifying and positioning the client’s case with the insurer.
• Achieve desired business outcomes within own area of insurance responsibility, in line with the organisation's commercial aims and objectives.
• Identify information from a range of sources to determine an appropriate course of action including a recommendation, a decision or a referral.
• Analyse data to make evidence based decisions.
• Apply organisational quality assurance policies and procedures in their role and within the limits of own authority.
• Apply appropriate method of communication for audience and circumstances.
• Records, verifies, maintains and where appropriate, shares information.
• Compliant with relevant governance, policies and procedures.
• Identify work with stakeholders and creates and maintains a network of stakeholders needed to undertake casework effectively and to conclusion.
• Balances competing priorities in order to meet deadlines.
• Builds and maintains positive relationships.
• Work as part of a team to help achieve results.