Company Overview
Castelan Group is a specialist in electrical and furniture warranties, claims handling, insurance validation, inspection services, and customer care. With over 1,500,000 UK households benefiting from Castelan Group’s services, we provide value to retail and insurance businesses and peace of mind to customers and policyholders. Castelan also provides high quality furniture care services to many of our retail clients.
Role Overview
Are you detail-oriented and customer-focused? Castelan is looking for a Personal Claim Handler to join their dynamic team. As a Personal Claim Handler, you’ll be responsible for efficiently handling various products such as Furniture and Electrical warranty claims, and services from high street retailers.
Your role will involve assessing the extent and validity of claims, ensuring timely payments for valid claims, and safeguarding against fraudulent activities. Additionally, you’ll coordinate post-claim services like repairs by our skilled technicians or settling claims.
While managing your caseload independently, you’ll also be an essential part of a supportive team, collaborating and offering assistance when needed. If you’re ready to make a difference in the claims centre environment, this role might be the perfect fit for you!
A Personal Claims Handler plays a crucial role in ensuring a smooth claims process for policyholders while protecting the interests of the insurer. This position requires a blend of technical knowledge, customer service skills, and the ability to make informed decisions in a fast-paced environment.
Key Duties

As a Personal Claims Handler, you will have the following key responsibilities:

• Once trained you will be able to provide a streamlined customer journey with in-depth knowledge of our warranty products to enable you to handle claims efficiently from start to finish.
• Handle inbound calls from both internal and external customers, as well as initiate proactive outbound calls. Address customer queries through telephone and email, ensuring a positive customer journey.
• Take ownership of each customer throughout their claim journey, ensuring they are treated fairly and receive excellent service in line with industry and company guidelines.
• Independently manage a personal caseload of claims, proactively coordinating services required after claims, such as arranging repairs, ordering replacement parts/items, or settling claims with appropriate solutions.
• Collect and input accurate data into our in-house computer systems, maintaining high standards of work and adhering to departmental objectives.
• Be an active team player, offering support to colleagues when needed and assisting the Team Supervisor and Team Manager as required.
• Identify opportunities for process improvements to enhance productivity, quality, and customer journey within the claims department.

Key Requirements

Technical Skills:

• Basic Computer Literacy: Experience of Microsoft software applications, such as Word, Excel and outlook, and be able to quick type data entry requirements whilst supporting our customers over the phone.
• Call Centre Software: An understanding of the claims and complaints process and all systems associated with the process.

Soft Skills:

• Excellent Communication Skills: Excellent verbal and written communication skills to effectively interact with claimants, colleagues, and external parties, as well as actively listen.
• Customer Focus: Commitment to providing outstanding customer service and maintaining positive relationships with policyholders.
• Attention to Detail: High level of accuracy in documenting and processing claims, with a focus on thoroughness.
• Analytical Skills: Strong analytical and problem-solving abilities to assess claims and make sound decisions.
• Adaptability: The ability to adapt to change and new situations is essential. Claims centre processes, technology, and customer needs can evolve all the time.

Core Competencies

Behavioural

• Resilience
• Positive ‘can-do’ attitude
• Honesty and patience
• Empathetic

Technical

• Team player
• Attention to detail
• Problem/Trouble-shooter
• Logical thinker
• Self-motivated and have good time management skills

Staff Benefits

• Competitive salary
• 23 days holiday per year + bank holidays annual leave entitlement
• Access to the Castelan Staff Social Activity Group
• Pension scheme (if over 22 years old - via auto-enrolment)
• Dress down Fridays
• Charity fundraising activities
• Access to Employee Assistance Programme with staff discounts, wellbeing, counselling, and advice resources
• Gain hands on experience in a dynamic customer service environment

If you are enthusiastic about delivering top-notch warranty assistance and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity with Castelan. Join our team and help us keep our customers at the forefront of everything we do.
How to apply
To apply for this role, please submit your CV and a cover letter outlining your relevant experience and qualifications through the platform by close of business Thursday 01 May 2025.
You can apply through our Careers page https://castelangroup.bamboohr.com/careers. Applications via Indeed will not be monitored.
Castelan is an equal opportunity employer, and we welcome applications from individuals of all backgrounds and experiences.
Due to the location of the role, you must be able to travel to and from our head office based in Weston-super-Mare. Unfortunately, we cannot accommodate sponsorship for Visa’s at this time.

• Once trained you will be able to provide a streamlined customer journey with in-depth knowledge of our warranty products to enable you to handle claims efficiently from start to finish.
• Handle inbound calls from both internal and external customers, as well as initiate proactive outbound calls. Address customer queries through telephone and email, ensuring a positive customer journey.
• Take ownership of each customer throughout their claim journey, ensuring they are treated fairly and receive excellent service in line with industry and company guidelines.
• Independently manage a personal caseload of claims, proactively coordinating services required after claims, such as arranging repairs, ordering replacement parts/items, or settling claims with appropriate solutions.
• Collect and input accurate data into our in-house computer systems, maintaining high standards of work and adhering to departmental objectives.
• Be an active team player, offering support to colleagues when needed and assisting the Team Supervisor and Team Manager as required.
• Identify opportunities for process improvements to enhance productivity, quality, and customer journey within the claims department