Third Party Intervention Handler


Tithebarn Street Liverpool

REFERENCE: 01/23/14
CLOSING DATE: 6/27/2023 12:00:00 AM

Salary: £20,120.00 - £22,050 per annum

Hours of Work:

Monday – Saturday: 08.00am – 20.00pm/Sunday 09.00am – 16.00pm (on rotation)

37 hours per week

Job purpose:

As a Third Party Intervention Handler, you will be contacting non-fault third parties offering claims services tailored to their needs. You will be responsible for your own caseload, ensuring claims are settled fairly but economically and avoiding unnecessary complaints all whilst providing an excellent customer service.

Key Duties & Responsibilities: 

  • To review liability to ensure correct decision made
  • To provide proactive solutions to third parties and reduce claims cost
  • To ensure reserves are accurate based on most current information
  • To appoint appropriate partner companies to review third party claims if appropriate
  • To provide clear communication with third parties
  • To deal with telephone calls including completing any actions necessary as a result
  • To manage own caseload of files within SLAs
  • To contribute to team/department performance by assisting colleagues to ensure team targets are met
  • To process and/or authorise payments within own authority levels
  • To resolve third party complaints and issues avoiding expressions of dissatisfaction escalating into complaints
  • To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
  • To build great relationships with cross functional teams to ensure overall success
  • To drive your own development by actively seeking development opportunities
  • To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
  • To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
  • To adhere to company policies and procedures
  • To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

Experience & Knowledge:

  • Preferred previous experience of third party claims handling
  • Confident telephone manner
  • General understanding of insurance
  • Previous Customer Service skills/experience
  • Strong written, oral and interpersonal skills
  • An ability to work using own initiative within boundaries
  • An ability to work effectively with people across a wide range of levels and responsibilities
  • Good IT/Keyboard skills
  • Good numeric skills

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.


  • 30 days’ holiday inclusive of bank holidays or day in lieu where applicable
  • Hybrid working model (in relevant role)
  • 2 x Volunteering days to support charitable initiatives
  • Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
  • Medicash cash plan – claim back dental / physio / optical appointments
  • My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
  • Discounts and cash back on travel and shopping through Medicash extras
  • Life Assurance Scheme (4 x salary)
  • Pension scheme
  • Funded driving theory test (in relevant role)
  • Active network of Wellbeing Champions – providing mental health support
  • Training and development opportunities
  • Funded social events to connect with your colleagues
  • Dress for your day policy

Third Party Intervention Handler

If you have been referred to this job advertisement by an employee at Carpenters Group please add their name here.