Job Title: Claims Handler
Location: Office-based
Salary: £27,000 per annum (negotiable, depending on experience)
Hours: Full time – 9am to 5pm during probation
Shifts rotate between 8am–4pm or 10am–6pm once permanent
Saturday rota: 1 in 7 weeks, 9am–1pm (paid overtime)
Contract: Permanent

SKILLS & EXPERIENCE REQUIRED:

• Customer service experience – essential.
• Insurance knowledge and experience handling claims – required.
• Understanding of property and repair processes (DIY, estate agency, building materials) – preferred.
• Empathetic communication style, especially when dealing with vulnerable customers.
• Ability to multitask and remain calm under pressure (e.g., during weather-related claim spikes).
• Honest, transparent approach to client communication.
• Strong organisational, case management, and time management skills.
• Proficient in Excel and comfortable reading technical reports.
• Previous experience in pensions, investments, or property ownership is a bonus.

ABOUT THE ROLE:

We’re looking for adaptable, empathetic, and knowledgeable individuals to join a growing team in the home repair and insurance claim management sector. This is a fantastic opportunity to work in a fast-paced, supportive environment, helping customers navigate property damage claims across commercial and domestic settings.

MAIN DUTIES:

• Support customers throughout the property claims process with empathy and professionalism.
• Handle inbound and outbound calls, including sensitive conversations with vulnerable individuals.
• Provide clear, honest updates and guidance at every stage of a claim.
• Manage high call volumes during peak times – no call time limits, focus on quality.
• Interpret complex insurance policies for flats, stores, and mixed-use buildings.
• Work independently, applying initiative, financial awareness, and critical thinking.
• Collaborate with surveyors, insurers, contractors, and clients to resolve claims efficiently.
• Offer practical solutions, such as alternative accommodation when required.
• Maintain accurate case management and ensure timely communication with all stakeholders.