Personal Claims Handler

Hollybank Trustees Ltd; Weston-super-Mare; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

23 days annual leave

Company pension

Discounts with retailers and brands

Office Christmas Party

Staff socials and charity events

Wellbeing initiatives and MHFA onsite

On-site parking

24/7 GP access for you and household

Career development opportunities

Job summary

Based at Castelan's Head Office in Weston-Super-Mare, a Personal Claims Handler role focuses on guiding customers through warranty claims from start to finish.

With no cold calling or sales targets, you’ll resolve issues, deliver fair outcomes and build on transferable customer-service skills through full training and ongoing support.

Qualifications

• Experience in customer service, retail, hospitality, insurance, administration or another people-focused role.
• We provide full training and ongoing support.
• No cold calling or sales targets.

Responsibilities

• Investigate claims, assess information and make fair decisions while coordinating with customers, retailers, suppliers and repair partners to achieve best outcomes.
• Use communication, problem-solving and decision-making to manage a varied caseload and ensure efficient, fair handling.
• 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.
• Review claim information to make fair, accurate decisions.
• Coordinate repairs, replacements or settlements with technicians, retailers and internal teams.
• Maintain accurate records and document all claim activity.
• Recognise vulnerable customers and handle sensitive situations with empathy and professionalism.
• Identify opportunities to improve processes and outcomes.

Skills

Customer service

Communication

Problem solving

Empathy

Job description

Location: On site / Weston-super-Mare BS23 3QY, UK
job type: Permanent / Full-time
Sector and subsector: Insurance | Other
Annual Salary range:from £ 26,250.00 to £ 28,250.00

What You’ll Get

• Starting salary of £26,250 - £28,250, following successful completion of probation.
• Working hours Monday to Friday 9.00 to 17:30 – no weekend working!
• We offer 23 days' annual leave plus bank holidays. Your annual leave entitlement will increase by 1 day after 2 years' service, continuing to grow with length of service up to a maximum of 28 days.
• Company pension scheme.
• Discounts with leading retailers, cinemas, and national brands.
• Employee recognition schemes and celebratory events such the office Christmas Party!
• Staff socials, and charity fundraising activities such as the annual Three Peaks Challenge
• Career development and progression opportunities.
• 24/7 GP access for you and members of your household.
• Wellbeing initiatives and MHFA onsite
• Free on-site parking (where available).
• Convenient commuting – located next to Weston Train Station

Make a Difference When It Matters Most

At Castelan, we help customers when unexpected product issues arise. As a Personal Claims Handler, you'll take ownership of warranty claims from start to finish, providing reassurance, guidance and practical solutions every step of the way.

With no cold calling or sales targets, your focus will be on supporting customers, resolving problems and delivering fair, positive outcomes. Whether you have experience in customer service, retail, hospitality, insurance, administration or another people-focused role, we'll help you build on your transferable skills with full training and ongoing support.

Working Monday to Friday as part of a friendly and collaborative team, you'll enjoy a varied role where no two days are the same, every claim tells a story, and every resolution can make a real difference to someone's experience.

Location

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.

What You’ll be Doing

• 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.

At Castelan, we’re passionate about delivering exceptional customer experiences, and that starts with our people. We’re a growing, award-winning business that works with leading retailers, insurers, and manufacturers across the UK. While we’re proud of our reputation in the industry, what really sets us apart is our culture.We believe in recognising talent, celebrating success, and creating opportunities for people to develop their careers. Whether you are joining us with years of experience or looking for your next challenge, you’ll be supported by a team that values collaboration, continuous improvement, and putting customers first.If you are looking for more than just a job and want to be part of a business where your contribution genuinely matters, Castelan could be the perfect place for you.

Please note: Unfortunately, we are unable to offer visa sponsorship for this role.