Claims Handler - Back Office Functions (Home)

Claims Handler - Back Office Functions (Home)

Ref #: 9231

Location: Newcastle

Department: Home

Business Area: Claims Customer Experience

Working time: Full-Time

Date Published: 07-03-2025

Serving our customers, communities, and planet a little better every day.

Salary: from £27,200 + annual bonus & benefits

Location: Newcastle, Flexible, Permanent

Office Attendance: Our roles are hybrid once fully competent in the role (c. 6 months after start date will be office based). Training will be office based for 6-8 weeks.

Shift: Monday to Friday 09:00 -17:00. 36 hours per week

Closing Date: Applications close 11 April 2025 at 5pm

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. And that means we always work with heart. Whether we’re helping our customers or looking after our people, you’ll find there’s a warmth and friendliness to everything we do.

We’re looking for a Claims Handler – Back Office Functions to join our Claims Tesco Underwriting Home Settlements team. As a Claims Handler you’ll support our customers through their insurance claims journey from notification to settlement by telephone and email. In this busy and varied role, you’ll provide an excellent customer experience for our customers, supporting continuous improvement which will contribute to the company’s strategic goals.

What you’ll be doing:

1. Insurance Claims Administration: Reviewing and analysing assigned insurance claims in line with the organisation's standard claims procedures and customer service standards. Engaging loss adjusters and/or subject-matter experts where appropriate, authorising claims within delegated authority, and referring complex or unresolved issues to senior colleagues.
2. Insurance Claims Evaluation: Communicating with claimants to evaluate extent of liability in line with policy coverage. Adjusting losses and negotiating settlement within delegated authority limits, referring complex or disputed claims to senior colleagues for resolution.
3. Handling Enquiries and Correspondence: Answering the telephone and assisting callers or those making varied enquiries by email or mail with any requests for information, initiating contact internally and externally to convey requests, providing instructions or obtaining information on behalf of a senior colleague.

We need you to have:

• A drive to work with customers, customer focused and passionate about finding the best outcome for our policyholders.
• Experience of working in customer services or claims with a previous background of working with customers either by telephone or face to face is essential. Home Claims experience is advantageous.
• Resolution focused and resilient.
• Excellent verbal and written communication skills.
• Self-motivated and able to manage your time effectively with caseloads.
• Strong PC skills and ability to use new software.

And if you have this, even better:

• Ability to make robust decisions based on the information presented.

We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us.

What’s in it for you?

• Prepare for your retirement with our colleague pension scheme.
• Virtual GP Service for you and your family 365 days a year.
• Performance related annual bonus.
• Indulge in a generous holiday allowance with a minimum of 7.2 weeks.
• Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increases to 15% every payday (worth up to £2K). As an added perk, we’ll give you a second card to share with someone else.
• Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
• A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
• Take part in our Buy as you Earn and Save as you Earn share schemes.

Everyone’s welcome:

We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

Interviews: April 2025.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling. Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome. So, if you want a career where you can do good and feel good, you've found it.

Let's make every day a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference. We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centres are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals. Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!