QuestGates
Theft Case Manager
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JOB TITLE: Theft Case Manager
DIVISION: Legal Services – QG Counter Fraud Services
OFFICE: Any QuestGates office – Flexible Working Arrangements Available
We are looking to recruit a Theft Case Manager – Digilog (DiVA - Digital Intelligence Voice Analysis), to join our Legal Services division in QQ Counter Fraud Services.
As a Theft Case Manager – Digilog (DiVA - Digital Intelligence Voice Analysis), you’ll play a key role in managing motor claims with efficiency, empathy, and attention to detail. You’ll be joining a team that values your contribution and offers opportunities for career progression, personal growth, and skill enhancement.
The main aspects of the role are:
- Using Digilog (DiVA - Digital Intelligence Voice Analysis), you will secure high quality evidence covering off the circumstances of all manner of vehicle theft cases (Stage 1). NB. This will also include a smaller number of vehicle fire claims.
- You will then make the decision to either validate the claim at this stage or escalate to Stage 2.
- Stage 2 is a more detailed telephone interview, again using Digilog. You would then make the decision to either validate the claim at this stage or escalate to Stage 3.
- Stage 3 is the process of carrying out further investigations, such as making enquiries with the police, or witnesses, obtaining CCTV footage, or having vehicle keys analysed etc. This process is carried out in consultation with the client (the insurer).
- There will also be a requirement to validate documents and provide accurate vehicle valuations to the customer when delegated authority applies.
- At any stage of the claim validation process, you may be required to provide detailed reports to the client, typically covering any concerns regarding either indemnity or the claim itself.
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To be successful in the role you will need to demonstrate a commitment to innovation and a determination to provide a market leading service and product on behalf of QuestGates.
Key Skills:
- Excellent degree of knowledge of Motor related claims and principles – full Digilog (DiVA - Digital Intelligence Voice Analysis) will be provided
- Excellent communication skills, both oral and written
- Excellent investigation skills
- Excellent degree of IT competency and literacy
- Demonstrate personal and professional integrity and lead by example
- Ability to work and contribute positively as part of a team and in isolation, under your own initiative
- Ability to work accurately under pressure, adhering to deadlines and service standards
- Cert CILA / Cert CII or relevant qualifications desirable but not essential
- Claims handling experience
The role requires you:
- To demonstrate a high level of technical competence, quality, and service delivery
- To provide exceptional customer service at all times
- To participate positively and constructively as a team member, sharing knowledge and providing feedback and suggestions
- To communicate effectively and proactively with all relevant parties by the most effective and expeditious means, prioritising the use of telephone contact, ensuring that claims are proactively managed
- To obtain high quality evidence by investigation, via the Field Force, in a timely manner (supported where required by photographs, witness statements, and other appropriate evidence) so as to be able to properly conclude on civil liability, indemnity and quantum issues in compliance with prevailing client requirements
- To allocate new and existing cases (where required), in accordance with licensing system and referral of claims outside license to Line Manager
- To prepare reports in the appropriate format, ensuring that they demonstrate the added value of our involvement and keep clients updated on all relevant matters throughout the life cycle of the claim
- To maintain detailed and accurate records of all communications, site visits, meetings discussions, decisions, and key milestones
- To be accountable for the satisfactory highlighting / recording / referring of any complaints in accordance with company procedures and FSA requirements
- To promote and support the TCF principles
- To ensure adherence to contractual/Client SLA’s and KPI’s
- The proper escalation of claims or issues either outside license or as required by company procedures
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The Package:
- Competitive salary
- Enhanced contributory pension
- Performance related bonus
- Flexible benefits
- Enhanced family leave
- Electric car scheme
- Voluntary benefits schemes
- Birthday holiday
- Share purchase scheme with interest free loans
Hours of work:
Standard working week is 35 hours, Monday to Friday with flexibility to work from home/office.
Closing Date for Applications:
Close of business on Friday 11 September 2026.
Contact details:
If you would like further information about this vacancy or wish to apply, please email recruitment@questgates.co.uk by the closing date.
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