Claims Specialist

Job Description

Claims Specialist

Based 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.

Your 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.

Unlike 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.

You 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.

Key Responsibilities

Customer-Centric Claims Management

Manage all phases of the Latent Defect Insurance claim lifecycle, utilising your claims handling experience to drive fair, consistent, and customer-focused outcomes.
Be the primary point of contact, delivering clear, empathetic communication at every stage of the claim.
Apply your experience to identify and respond appropriately to vulnerable customers, adapting your approach to meet individual needs.
Handle new claims efficiently, ensuring a strong and professional first response.
Review claim information thoroughly, using your investigative and analytical claims skills to resolve discrepancies.
Make fair and balanced decisions in line with policy and guidelines, drawing on your practical claims judgement.
Draft clear and sensitive decision letters, including rejections, ensuring customer understanding.
Prepare Case Strategy Reviews (CSRs) for accepted claims, balancing technical and customer considerations.
Progress claims proactively, maintaining momentum while delivering a high-quality customer experience.

Communication & Customer Excellence

Deliver excellent customer service across all channels, demonstrating the communication standards expected of an experienced claims handler.
Use active listening, empathy, and clear explanation to support customers throughout their claim.
Build trust and rapport, particularly in complex or sensitive cases.
Confidently handle challenging conversations, ensuring fair outcomes without compromising customer experience.
Collaborate effectively with experts, insurers, and stakeholders to progress claims efficiently.

Technical & Analytical Responsibilities

Interpret expert reports and policy documentation accurately, applying your claims knowledge and experience.
Develop your technical understanding of building defects with full training support.
Manage claim reserves and financial elements with accuracy and accountability.
Process payments and maintain precise claim records in line with compliance requirements.

Collaboration & Continuous Development

Manage your caseload effectively, applying strong organisational skills developed through claims handling experience.
Take ownership of your portfolio, ensuring timely progression and consistent customer updates.
Identify recovery opportunities and liaise with legal advisors where appropriate.
Contribute to team knowledge sharing, particularly around best practice in claims handling and customer care.

Skills, Experience & Attributes

Essential

Minimum one year of insurance claims handling experience (this is key to success in the role).
Strong understanding of claims processes, including investigation, decision-making, and resolution.
Excellent customer service focus, with a commitment to fair customer outcomes.
Confident telephone manner, with the ability to manage sensitive and complex conversations.
Strong written and verbal communication skills.
Highly organised with effective time management.
Comfortable working independently and within a team environment.
Good IT skills across MS Office tools.
Adaptable, motivated, and eager to build on your claims expertise.

Desirable

Experience within Motor or Property claims.
Exposure to complex or technical claims environments.
Interest in professional development and industry qualifications.

What Success Looks Like in This Role

You apply your claims experience confidently to manage cases from start to finish.
Customers feel supported, informed, and reassured throughout their claim journey.
Complex claim information is explained clearly and simply.
Claims are handled efficiently, with strong technical accuracy and customer focus.
You consistently deliver high-quality claims outcomes, even in complex or challenging scenarios.