As a Claims Specialist, based in our Cheltenham or Shrewsbury office, you will manage structural warranty claims from beginning to end. Your customers will primarily be private homeowners making a claim against the warranty on their new home, though you may occasionally work with managing agents representing multiple property owners.

Unlike general perils claims (such as fire or flood), structural warranty claims are less urgent but often more complex.

They require careful analysis, attention to detail, and a developing understanding of building defects knowledge we will support you to gain.

You will be joining a collaborative and knowledgeable team, with ongoing guidance from your manager and peers to help you excel in your role.

Job Location: 

• Cheltenham / Shrewsbury

Job Type:

• Full-time (Monday - Friday).

Salary: 

• Negotiable depending upon experience.

Key Responsibilities

Claims Management:

• Manage all phases of the Latent Defect Insurance claim lifecycle, ensuring timely, effective, and accurate progression of each claim.

• Receive and review new claims within agreed timeframes.

• Assess claim details for completeness and accuracy; identify, investigate, and resolve any discrepancies or missing information.

• Make informed, guideline-based decisions regarding claim validity.

• Prepare rejection letters for Claims Team Manager (CTM) review, issuing them to policyholders once approved.

• For accepted claims, prepare Case Strategy Reviews (CSRs) for CTM approval, incorporating feedback until sign-off is achieved.

• Upon approval, action the agreed claim strategy and move the claim toward resolution.

Technical & Analytical Work:

• Conduct accurate interpretation of expert reports and insurance policy documentation.

• Manage claim reserves proactively and responsibly throughout the claim lifecycle.

• Raise payments with precision, ensuring all supporting information is complete and correct.

• Maintain accurate, secure, and up-to-date records in the Claims Management Portal System.

Communication & Customer Service:

• Handle inbound and outbound calls, emails, and correspondence with policyholders, insurers, experts, and other industry professionals.

• Liaise with policyholders and appointed experts to achieve timely and fair settlement of claims.

• Provide outstanding customer service, ensuring all customers are treated fairly in accordance with policy terms, legal requirements, and company standards.

Collaboration & Continual Development:

• Manage your diary effectively to meet deadlines and optimise productivity.

• Adopt a proactive approach to managing your claim portfolio.

• Identify and support recovery actions, including liaising with legal advisors where necessary.

• Participate in internal and external training sessions; complete the Chartered Insurance Institute (CII) Certificate in Insurance (Level 3) within the agreed timeframe (if not already held).

• Engage positively in team discussions, sharing insights and contributing to collective learning.

Skills, Experience & Attributes:

• Minimum one year of insurance claims handling experience.

• Strong verbal, written, and telephone communication skills.

• Excellent customer service approach.

• Confident working independently while also being a supportive, collaborative team player.

• Exceptional organisational and time-management abilities.

• Proficiency with IT systems including MS Word, Excel, Outlook, and MS Teams.

• Adaptable, motivated, and comfortable working in a growing, evolving business environment.

• Willingness to learn and develop professionally.

Desirable:

• Experience within property or construction-related insurance (training provided if not).

• Interest in continued professional study; company-funded training is provided (with contractual fair-cost recovery terms if employment ends within a set timeframe).