Customer Service

FRU Claims Handler


  • Salary: £17000 - £20000 Per Annum
  • Location: Birkenhead, North West
  • Contract: Permanent

Working for this established and growing organisation, the First Response Unit Claims Handler will support the FRU department and team leader by processing new and existing claims in line. The FRU Claims Handler will provide and support the comprehensive, professional customer focused administration service within FRU Claims dealing with Claim enquiries and all Customer contact, operating within FCA and TCF Principles. The FRU Claims Handler will be rewarded with 25 days’ holidays plus Bank Holidays, a contributory pension scheme, death in service, healthcare and annual pay reviews.

To apply for the FRU Claims Handler role, you will possess a good understanding of the insurance market and related products, with the ability to deal professionally with customers over the phone. You will possess a strong working knowledge of MS Word, Excel and Outlook and have the capacity to learn new systems quickly. The FRU Claims Handler will have a strong working knowledge of FCA regulations along with a passion for providing excellent customer service and experience in delivering customer support. Due to being an FCA regulated business, you will need to pass a satisfactory credit check.

Overview of Responsibilities

  • To deal with initial Claim enquiries via telephone, email and written correspondence, ensuring they are logged on the Claims system within a set SLA
  • Management of own case load ensuring tasks are completed within SLA
  • To triage new claim forms received and liaise with customers until the full background is obtained for review by a claims handler; identifying which route a claim should take
  • Preparation of declinatures, written or verbal, documenting decisions on newly created records
  • Management of the claims inbox setting tasks for claims handlers and identifying complaints
  • To control invoices received, logged on a spreadsheet to eliminate the risk of duplicate payments and follow process for assignment of invoices
  • Ensure GDPR processes are adhered to including cyber fraud for claims payments.
  • To assist with all other duties of the First Response Unit
  • To field customer telephone calls where required for the claims team and complete claim tasks when required
  • Mentoring junior members in-line with claims and FRU processes

Essential Skills:

  • Working knowledge of FCA Regulations and experience of insurance principles
  • Proven experience of understanding and the importance of providing excellent customer service
  • A general understanding of the insurance market and related products
  • Ability to deal professionally with clients/management/staff at all levels
  • To be self-motivated and develop ability to motivate others
  • Excellent communication skills, written and oral
  • Good IT skills, including Windows Office Suite, and knowledge of databases
  • Flexible and adaptable to change
  • Ability to work under pressure to a high standard
  • To possess a positive can do attitude
  • Ability to work to and maintain service levels


  • An understanding of latent defects principles

Keywords: FRU claims, First response, Claims, insurance, claims handling, policy, insurance claims, insurance claims handling


Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies

We are acting on behalf of the client as an Employment Agency in relation to this vacancy

We are an equal opportunities agency and welcome applicants from all backgrounds

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