Claims Handler

Castelan Group; Weston-super-Mare; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

GP access for employees and household

Discounts with major retailers

Career development and progression

Employee of the Month awards

Onsite Mental Health First Aid

Staff socials and wellbeing programs

Free onsite parking

Employee Assistance Programme

Job summary

Castelan Group is seeking a Claims Handler to support customers through their warranty claims journey—from first contact to resolution, ensuring outcomes are fair, accurate and compliant. You’ll own your workload within a collaborative team that shares knowledge and celebrates success together.

The role involves guiding customers with empathy, handling calls, and managing claims from start to finish, including arranging repairs and settlements.

Qualifications

• Clear and confident communication with customers and colleagues.
• Strong attention to detail and logical problem solving.
• Good organisation and time management to handle multiple claims.
• Resilience, flexibility and willingness to learn.
• Proficiency with Microsoft Office and accurate data entry.

Responsibilities

• Guide customers through claims with empathy, clarity and professionalism.
• Handle inbound and outbound calls and resolve queries efficiently.
• Manage claims from start to finish, including arranging repairs and settlements.
• Maintain accurate and compliant records of claims activity.
• Work closely with colleagues to meet shared goals and improve processes.
• Suggest improvements to enhance the customer experience.

Skills

Clear communication

Attention to detail

Time management

Resilience

Microsoft Office

Job description

Enjoy helping people find clarity and solutions when it matters most?

If you're someone who likes seeing things through, solving problems, and supporting others with confidence and empathy, this could be a great next step for you.

At Castelan, we're a leading national furniture care business, delivering specialist customer service and repair solutions for major retailers, insurers and commercial clients. Our modern office is just five minutes from the town centre and easy to reach by car, bus, bike, train or on foot.

The Role

As a Claims Handler, you'll support customers through their warranty claims journey - from first contact to resolution. You'll manage claims end‑to‑end, ensuring outcomes are fair, accurate and compliant, while providing clear, friendly and reassuring service throughout.

You’ll take ownership of your workload while working as part of a supportive, collaborative team that shares knowledge and celebrates success together.

What You’ll Do

• Guide customers through their claims with empathy, clarity and professionalism
• Handle inbound and outbound calls and resolve queries efficiently
• Manage claims from start to finish, including arranging repairs and settlements
• Maintain accurate and compliant records
• Work closely with colleagues to meet shared goals
• Suggest improvements to enhance the customer experience

What We’re Looking For

• Clear and confident communication skills
• Strong attention to detail and logical problem‑solving ability
• Good organisation and time management
• Resilience, flexibility and a willingness to learn
• Comfortable using Microsoft Office with accurate data entry skills

We welcome applications from people in retail, hospitality, administration, contact centres - or anyone with transferable skills and the right attitude. Full training is provided.

What’s In It for You?

Alongside salary and pension, you’ll enjoy:

• 24/7 GP access for you and your household
• Discounts on cinema tickets, major retailers and national brands
• Career development and progression opportunities
• Employee of the Month awards and celebratory events
• Onsite Mental Health First Aid support
• Staff socials, wellbeing initiatives and charity fundraising
• Free onsite parking (locationdependent) and excellent transport links
• Employee Assistance Programme for counselling, financial and legal support

Starting salary: £26,250.00 - £28,250.00