Claims Handler

Castelan Limited; Weston-super-Mare; On-site; GBP 21,000 - 26,000; Full time

Job summary

Castelan Limited's Head Office in Weston-super-Mare invites you to join the friendly Claims team as a Claims Handler. You will investigate and resolve warranty claims, interacting with customers, retailers, suppliers and repair partners to deliver fair outcomes and a seamless service.

With full training and ongoing support, the role suits those with customer service or administration experience who communicate clearly, solve problems and pay close attention to detail while following policy terms

Qualifications

• Transferable skills from customer service, retail, hospitality or admin roles will be developed through full training.
• Strong communication, problem-solving and decision-making skills are essential to manage a varied caseload.
• Ability to learn and use multiple claims and contact-centre systems and interpret policy terms.

Responsibilities

• Investigate claims, assess information and make fair decisions.
• Work with customers, retailers, suppliers and repair partners to resolve claims.
• Manage warranty claims from first contact to resolution.
• Support customers by phone and email with clear guidance.
• Review information and evidence to ensure accurate decisions.
• Coordinate repairs, replacements or settlements with technicians and partners.
• Maintain accurate records of all claim activity and deadlines.

Skills

Communication

Problem-solving

Decision-making

Microsoft Word

Excel

Outlook

Customer service

Tools

Microsoft Word

Excel

Outlook

Job description

Based at our Head Office in Weston-Super-Mare, you'll be part of a friendly and collaborative Claims team where every day brings new challenges and opportunities to help customers. Whether your experience comes from customer service, retail, hospitality, administration or another people-focused role, we'll help you build on your transferable skills through full training and ongoing support.

• You'll investigate claims, assess information, make fair and informed decisions, and work closely with customers, retailers, suppliers and repair partners to deliver the best possible outcomes.
• You'll use your communication, problem-solving and decision-making skills to manage a varied caseload, balance customer needs with policy requirements, and ensure claims are handled efficiently, fairly and professionally.
• Manage warranty claims from first contact through to resolution, delivering a seamless customer experience.
• Support customers by phone and email, providing clear guidance and managing expectations throughout the claims process.
• Review claim information and evidence to make fair, accurate and consistent decisions.
• Coordinate with technicians, retailers, suppliers and internal teams to arrange repairs, replacements or settlements.
• Maintain accurate records and ensure all claim activity is documented appropriately.
• Recognise vulnerable customers and handle sensitive situations with empathy and professionalism.
• Support continuous improvement by identifying opportunities to enhance processes and customer outcomes.
• Confident use of Microsoft Word, Excel and Outlook, together with the ability to learn multiple claims and contact-centre systems, navigate them accurately while speaking with customers, and enter detailed information at pace.
• Ability to interpret policy terms and exclusions, follow claims and complaints procedures, maintain accurate case histories and use workflow information to control deadlines, costs and service commitments.
• Working understanding of complaint triggers, customer vulnerability, fraud indicators, data protection and delegated financial authority, with the ability to consider claim cost and reputational impact alongside fair customer outcomes.
• Excellent verbal and written communication, active listening andquestioning skills, with the confidence to explain complex or unwelcome decisions, manage conflict and secure cooperation from customers and service partners.
• Ability to recognise individual needs and vulnerability, remain calm in sensitive situations and deliver fair, proportionate outcomes without losing sight of policy, cost and risk considerations.
• Consistently high attention to detail when reviewing evidence, recordingdecisions, authorising actions and managing financial or service outcomes across a busy caseload.
• Strong problem-solving skills and the confidence to weigh evidence, identify inconsistencies, assess risk and make defensible decisions within authority, knowing when to escape.
• Demonstrable ability to sustain accuracy, pace and professional judgement across a demanding caseload; recover quickly from difficult interactions;
• reorganise work as risks and priorities change; and maintain ownership through setbacks, delays and competing deadlines.