Claims Specialist
Job Description
Claims Specialist
\nBased in our Cheltenham office, you will manage structural warranty claims from beginning to end, applying your insurance claims handling experience to deliver a customer-first, empathetic service throughout the journey.
\nYour customers will primarily be private homeowners, many of whom may be experiencing stress or uncertainty when making a claim on their new home. Drawing on your practical claims experience, you will play a crucial role in supporting potentially vulnerable customers, ensuring they feel listened to, treated fairly, and guided clearly through what can be a complex process. You may also occasionally work with managing agents representing multiple property owners.
\nUnlike general perils claims (such as fire or flood), structural warranty claims are typically less urgent but more complex. This role is ideally suited to someone with existing claims handling experience who is comfortable managing detailed investigations, interpreting policy cover, and communicating outcomes clearly and confidently.
\nYou will be joining a collaborative, knowledgeable team that is passionate about delivering excellent customer outcomes, with ongoing guidance and support to help you further develop your technical claims expertise.
\nKey Responsibilities
\nCustomer-Centric Claims Management
\nManage all phases of the Latent Defect Insurance claim lifecycle, utilising your claims handling experience to drive fair, consistent, and customer-focused outcomes.
\nBe the primary point of contact, delivering clear, empathetic communication at every stage of the claim.
\nApply your experience to identify and respond appropriately to vulnerable customers, adapting your approach to meet individual needs.
\nHandle new claims efficiently, ensuring a strong and professional first response.
\nReview claim information thoroughly, using your investigative and analytical claims skills to resolve discrepancies.
\nMake fair and balanced decisions in line with policy and guidelines, drawing on your practical claims judgement.
\nDraft clear and sensitive decision letters, including rejections, ensuring customer understanding.
\nPrepare Case Strategy Reviews (CSRs) for accepted claims, balancing technical and customer considerations.
\nProgress claims proactively, maintaining momentum while delivering a high-quality customer experience.
\nCommunication & Customer Excellence
\nDeliver excellent customer service across all channels, demonstrating the communication standards expected of an experienced claims handler.
\nUse active listening, empathy, and clear explanation to support customers throughout their claim.
\nBuild trust and rapport, particularly in complex or sensitive cases.
\nConfidently handle challenging conversations, ensuring fair outcomes without compromising customer experience.
\nCollaborate effectively with experts, insurers, and stakeholders to progress claims efficiently.
\nTechnical & Analytical Responsibilities
\nInterpret expert reports and policy documentation accurately, applying your claims knowledge and experience.
\nDevelop your technical understanding of building defects with full training support.
\nManage claim reserves and financial elements with accuracy and accountability.
\nProcess payments and maintain precise claim records in line with compliance requirements.
\nCollaboration & Continuous Development
\nManage your caseload effectively, applying strong organisational skills developed through claims handling experience.
\nTake ownership of your portfolio, ensuring timely progression and consistent customer updates.
\nIdentify recovery opportunities and liaise with legal advisors where appropriate.
\nContribute to team knowledge sharing, particularly around best practice in claims handling and customer care.
\nSkills, Experience & Attributes
\nEssential
\nMinimum one year of insurance claims handling experience (this is key to success in the role).
\nStrong understanding of claims processes, including investigation, decision-making, and resolution.
\nExcellent customer service focus, with a commitment to fair customer outcomes.
\nConfident telephone manner, with the ability to manage sensitive and complex conversations.
\nStrong written and verbal communication skills.
\nHighly organised with effective time management.
\nComfortable working independently and within a team environment.
\nGood IT skills across MS Office tools.
\nAdaptable, motivated, and eager to build on your claims expertise.
\nDesirable
\nExperience within Motor or Property claims.
\nExposure to complex or technical claims environments.
\nInterest in professional development and industry qualifications.
\nWhat Success Looks Like in This Role
\nYou apply your claims experience confidently to manage cases from start to finish.
\nCustomers feel supported, informed, and reassured throughout their claim journey.
\nComplex claim information is explained clearly and simply.
\nClaims are handled efficiently, with strong technical accuracy and customer focus.
\nYou consistently deliver high-quality claims outcomes, even in complex or challenging scenarios.
