Job Description – Case Handlers (Customer Care Specialist) 

Admiral Group Plc. (UK) and Admiral Solutions (India)

Know Us:

The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. Today we are an international financial services group offering home, van, and travel insurance as well as personal loans and car finance with customers in France, Italy, Spain, the UK and the USA. Headquartered in Wales in the UK, we are proud to be Wales’ only FTSE 100 company. We are proud to have a global presence with offices in Spain, Italy, France, USA, Gibraltar, Canada and India.

We serve over 9 million customers worldwide in line with our purpose, to help more people to look after their future, always striving for better together.

 In 2024 Admiral has been awarded as one of the World’s Best Workplaces™ in a list published by Great Place To Work®

At Admiral Solutions (Branch Office of AGp), we truly believe that customers and our front-line staff are at the heart of everything we do. It is the customer who signs our checks, and then it is our front-line staff who makes it happen for us. When you join Admiral, you join ~15000 family members worldwide with one common goal of delivering brilliant Customer Experience every day, right from the first call or interaction of the day.

Since 2012, Admiral Solutions Gurgaon, Haryana, India, has its sole purpose defined to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 11 years of experience, from 16 to ~2700 employees working with our different departments, we provide contact center support to our end customers. We have high standards of engagement, culture and people practices, and this is testimony to the plethora of recognition we have earned in the last couple of years. Here is the list of the latest ones:

Great Place to Work certified for consecutive 9 years
Ranked 95th in India’s Top Large IT/ITES Companies 2024-25
India’s Top 50 Best Workplace for Women
Top 50 Companies in the IT/BPM in Large Size Organizations
India's Best Workplaces Building a Culture of Innovation by All

Why Work with Us?

As part of our commitment to be an open, supportive, and inclusive workplace, we foster a healthy work- life balance. This makes our staff thrive in an environment which helps them grow professionally and personally. We have DEIB Council (Diversity Equality Inclusiveness & Belonging) which helps our staff to showcase and hone their alternative talents with likeminded peers. It also allows them the opportunity to improve their leadership and collaboration skills. Have a look at some of the employee benefits we provide:

Free Meals (while working from office)
Free Cab Services with App enabled booking & tracking.
Free Medical, Accident and Life Insurance
Annual £750 equivalent Company Shares to every staff member
Opportunity to earn performance-based monthly variable amounts, and additional pay-outs occasionally (subject to discretion of the department)
Opportunity to enrol in learning & development courses.
Opportunity to be nominated to travel to our global offices.
Opportunity to grow within the organization.

Working Considerations

Minimum Education: 10+2
Experience: Minimum of 1 year of experience in a customer service voice role (International) such as UK, US or Australian customers.   
Shift Timings: 6:30 AM IST - 2:30 AM IST
Working Days: 5 days working in the week
Salary: CTC INR 4,25,000
DOJ: 02-02-2026
Vaccination: Fully Vaccinated (Preferred)

Location: Flexibility to work both from home and the office based on business requirements within Admiral's serviceable area.

WFH (Work from Home) – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 75mbps and uninterrupted power supply.
WFO (Work from Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

Summary of the role

We are seeking a dedicated Case Handlers to represent clients pursuing compensation following non-fault road traffic accidents. This role is vital in supporting individuals through the claims process, ensuring they receive fair and timely compensation for their injuries and losses. The successful candidate will manage a personal caseload, review medical evidence, value compensation, and maintain high standards of client care throughout.

Role and Its Responsibilities

Key Responsibilities:

• Ability to prioritize and manage a full case load
• Proactively reviewing medical evidence and any relevant case law
• Assessing and investigating out of pocket expenses
• Advising clients in respect of claim value and likely compensation
• Negotiating settlement of the client’s compensation with the other side (via the OIC Portal)
• Providing excellent service with the best interests of our clients at heart.
• Considering prospects and taking a pragmatic approach to settlements
• Prioritizing and managing a to-do list
• Great telephone manners
• Good negotiation skills and the ability to make decisions
• A strong team ethos and willingness to engage
• A positive attitude and willingness to learn
• Good initiative and ability to meet deadlines

Ingredients to Success:   

• Contribute positively to the team, recognizing and celebrating the success of others. 
• Exhibit passion for our brand and client care. 
• Demonstrate excellent communication skills. 
• Embrace new ways of working, unlearning and relearning as necessary. 
• Commit to doing it right the first time for the client. 
• Foster an environment of mutual respect. 
• Be open to change and receptive to feedback.  

Requirements:

• Flexible to work in shifts, including weekends and holidays. 
• Excellent verbal and written communication skills. 
• Strong problem-solving skills and attention to detail.
• Being able to prioritise your work in what can be a busy environment will be essential.
• Demonstrate genuine empathy and understanding towards clients who may be experiencing distress.
• Ability to work independently and as part of a team. 
• Possess technical abilities to navigate through case management tool.  

Additional Requirement: As a Case Handlers (Customer Care Specialist), you will play a crucial role in ensuring that our clients receive exceptional service and support. You will be responsible for handling client inquiries, resolving issues, and providing information about our products and services. Your goal is to enhance client satisfaction and loyalty by delivering a positive and seamless experience for the client. 

This role is not just about assisting clients; it’s about building a connection with each client and being the embodiment of our brand's commitment to service. If you're ready to take on this challenge and grow with us, we look forward to your application.

Contact Us

Admiral Solutions (EUI Limited), 4th, 5th and 6th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India

Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.

To know more about us, feel free to visit the websites below for more information.

www. admiralgroup.co.uk
www. www.admiralsolutions.in
www.admiral.com