Claims Specialist – Structural Warranty Claims

About the role

We are looking for a Claims Specialist to join our Cheltenham office and manage structural warranty claims from start to finish. You will work directly with private homeowners, providing empathetic, customer‑first support throughout often stressful claim journeys. The role combines detailed investigations with clear communication to ensure fair outcomes.

Key responsibilities

• Manage the full lifecycle of latent defect insurance claims, from initial intake to final decision.
• Serve as the primary point of contact, delivering clear, empathetic communication at every stage.
• Identify vulnerable customers and adapt the handling approach to meet their needs.
• Conduct thorough investigations, analyse claim information and resolve discrepancies.
• Make decisions in line with policy terms and guidelines, drafting sensitive decision letters.
• Prepare Case Strategy Reviews for accepted claims, balancing technical and customer considerations.
• Progress claims proactively while maintaining a high‑quality customer experience.

Required profile

• Proven experience in insurance or structural warranty claims handling.
• Strong analytical and investigative abilities.
• Excellent written and verbal communication skills, with a customer‑focused mindset.
• Ability to work independently and manage multiple claims simultaneously.
• Understanding of policy interpretation and vulnerable customer support.

Required skills