Customer Service Claims Handler

Overview

The Vella Group Ltd is one of the UK’s leading independent accident repair groups, with a network of repair centres across the country. The business has built a long-standing reputation for quality, reliability, and exceptional customer service, and is accredited to BS10125, the industry standard for vehicle damage repair. Established in 1986, the company is recognised for combining strong professional standards with personal, customer‑focused values.

It has grown significantly, now operating across 17+ sites, supported by a dedicated and experienced team. The Vella Group is also committed to innovation and sustainability, offering electric vehicle repair capability and achieving Carbon Neutral accreditation to the PAS 2060 standard.

Note: The original content may include bold emphasis; where appropriate this has been preserved using bold tags.

We are seeking a confident, organised, and customer‑focused Customer Service Claims Handler to join our team. You will manage and process customer claims related to automotive repairs, ensuring every customer receives a smooth, transparent, and positive experience. In this role, you ll act as a key liaison between customers, our bodyshops, and insurers—requiring excellent communication skills, strong attention to detail, and the ability to work efficiently in a fast‑paced environment.

• Handle incoming customer claims relating to vehicle repairs.
• Review claims for accuracy, validity, and completeness.
• Confirm coverage details and assess claim eligibility.
• Act as the first point of contact for customers throughout their claim journey.
• Provide clear updates, explain processes, and manage expectations.
• Deliver an exceptional customer experience at all times.
• Log all claim actions, communications, and decisions accurately.
• Maintain organised records of invoices, estimates, and supporting documents.
• Work closely with Vella Group bodyshops across the UK’s extensive network.
• Liaise professionally with insurance companies to validate and progress claims.
• Ensure all claims processes meet company policy, industry standards, and GDPR requirements.
• A degree of flexibility is required based on workload. Duties may occasionally be carried out at other Vella Group locations, depending on business needs.

• Experience:
  
  customer service – 1 year (required).
• MS365 – 1 year (required).
• Dealing with customers – 1 year (required).
• Work Authorisation:
  United Kingdom (required).
• Work Location:
  
  In person; HYBRID (North West based) 2 days per week in the office.

• 33 days holiday
• Internal and external training opportunities
• Pension scheme and death in service insurance
• Enhanced maternity and paternity pay
• Perkbox - access to hundreds of exclusive discounts and rewards
• Medicash - free healthcare scheme
• Childcare vouchers or workplace nursery benefit
• Free on-site parking
• Company pension
• Employee discount
• Gym membership
• Health & wellbeing programme
• On-site parking
• Referral programme
• Sick pay
• Store discount

Hourly/Salary
:
Salary: £27,846 plus benefits.

Hours:

9:30 to 18:00 Monday to Friday and rota Saturday morning (1 in
7) 8am to 12.

A degree of flexibility is required based on workload. Duties may occasionally be carried out at other Vella Group locations, depending on business needs.