Arriva Group
Motor Damage Claims Handler
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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 KPIs
- Identify 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
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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
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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 day
- True 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.
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