Claims Manager - Reed : Job Details

Job title: Claims Manager

Salary: £36,728

Location: Newcastle (80% office-based after initial onboarding)

Contract: Full-time, Permanent

Hours: Monday-Friday, 9:00am - 5:00pm (flexibility may be needed to support claimants)

Make a meaningful impact—one conversation at a time.

This isn’t your average customer service role. As a Claims Manager, you’ll support individuals affected by a major public health tragedy in the UK. Every interaction—whether by phone, email, or letter—will contribute to someone’s path toward recognition and compensation.

If you bring empathy, emotional intelligence, and experience working with vulnerable people in customer-facing roles, we’d love to hear from you.

What you’ll do

• Be a calm, trusted guide for people navigating complex and emotional claims
• Manage a personal caseload and build supportive relationships with claimants
• Review evidence with care and clarity - while keeping things as simple as possible for service users
• Summarise information for clinical and financial experts to support their decisions
• Handle sensitive conversations by phone, email and post - always with compassion
• Collaborate with colleagues across functions to keep claims moving smoothly
• Advocate for people when things go wrong and help improve our processes as we grow

What we’re looking for

You’ll need:

• Experience in a customer service or case-handling role (especially with vulnerable groups)
• The ability to stay calm, organised and thoughtful - particularly under pressure
• Clear, confident communication skills, both written and verbal
• A problem-solving mindset, and comfort with working through uncertainty
• Strong judgement, emotional resilience, and a collaborative approach

Why join us?

• Build a career with meaning - every case you support will matter
• Work in an empathetic, trauma-informed environment
• Great pension and generous annual leave policy.

Our Recruitment Process:

Are you ready to do work that makes a real difference?