Sales and Retentions Claims Handler
Location: Peterborough
Department: Third Party
Contract Type: Permanent/ Part-time
Working Hours: 18.5 hours, 11:00am to 2:45pm, Monday to Friday
About the role
We’re looking for a Sales and Retentions Claims Handler to join our Third Party, and play a key role in being responsible for handling inbound and outbound calls with customers who have been involved in a motor vehicle accident.
The advisor’s goal is to provide support and convert leads into qualified services such as vehicle replacement, repair management, or insurance claims handling.
The role requires strong communication skills, empathy, and a persuasive sales approach to offer appropriate accident management solutions.
Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.
Key responsibilities
- Making outbound and receiving inbound calls to and from customers, clients, 3rd parties and repairers.
- Assess customer needs and qualify them for accident management services.
- Promote and sell relevant services, including but not limited to courtesy/hire vehicle replacement and vehicle repair management.
- Using Activate Groups bespoke software and databases to record, update and maintain information relating to each claim.
- Communicate and collaborate with all parties in order to achieve an optimal repair journey.
- Maintain high conversion rates while ensuring compliance with FCA or other industry regulations.
- Follow up on leads provided by insurers, brokers, or direct marketing.
- Manage own workload, prioritising and ensuring all claims assigned are progressing and receiving a high standard of customer service.
- Achieve individual and team sales targets (KPIs).
Skills
- Focus on the customer: Take personal responsibility for delivering exceptional customer service.
- Adapt to change: Look to the future. Understand and adapt to the need for change and improvements in the way you work.
- Solve problems: Take a proactive approach to issues you face. Have a great understanding of systems and processes.
- Take ownership: Deliver on commitments. Do what you say you are going to do and don't let other people down.
- Influence and Persuade: Build trust, communicate confidently and positively influence decisions.
Knowledge and experience
- Proven experience in a sales or telesales environment.
- Excellent communication, negotiation and customer service skills.
- Experience of working in a target driven and fast paced environment.
- Ability to handle objections and convert leads into confirmed bookings/services.
- Attention to detail with accurate data entry.
- Knowledge of FCA regulations desirable.
- Experience within the insurance and claims industry desirable.
Benefits
- 33 days holiday (including bank holidays)
- Personal health cash plan – claim back the cost of things like dentist and optical check ups
- Enhanced maternity / paternity / adoption / shared parental pay
- Life assurance: three times basic salary
- Free breakfasts and fruit
- Birthday surprise for everybody!
What you can expect from us
At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.
From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.
A bit about us
Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone's bad day better
Values:
- Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
- Strive for better – Be bold. Challenge the norm – make small improvements often.
- Win together – Be a team-player. Win together, learn together, respect each other.