Marley Risk Consultants Limited
Claims Specialist
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Claims Specialist
Claims Specialist
Location: Cheltenham (Hybrid) Salary: Yearly: £26,000 – £30,000 Applications: Considered on a rolling basis
A dynamic role within a customer-centric business, where you will take ownership of structural warranty claims from start to finish. You’ll leverage your insurance claims expertise to provide professional, empathetic support to homeowners—many of whom may be vulnerable during the complex claims process.
Joining a collaborative and service-focused team, you’ll develop your technical skills while shaping positive customer experiences.
About the Role
This role involves managing latent defect insurance claims, addressing complex structural defects in new or recently completed homes. Unlike general perils claims, these cases require thorough investigation, clear communication, and a detailed understanding of policy coverage.
You’ll need:
- A proactive approach to claims management
- Exceptional empathy and communication skills
- Knowledge of claims processes, claims handling, and customer service best practices
- Independent decision-making with ethical integrity
Key Responsibilities
Customer-Centric Claims Management
- Manage the full claim lifecycle, from initial submission to final resolution.
- Ensure clear, empathetic communication at every stage, supporting vulnerable customers.
- Identify and respond sensitively to vulnerable claimants, tailoring support where needed.
- Provide strong first responses to new claims, resolving queries efficiently.
- Investigate claim details thoroughly, resolving inconsistencies fairly and transparently.
- Draft well-justified decision letters, including delicate rejections.
- Conduct Case Strategy Reviews (CSRs) for accepted claims, balancing technical and customer needs.
- Proactively manage claim progress without compromising quality.
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Communication & Customer Excellence
- Deliver high-quality customer service across all channels (phone, email, in-person if required).
- Employ active listening, empathy, and clarity to improve customer confidence and trust.
- Handle difficult conversations with diplomacy and fairness.
- Collaborate with insurers, experts, and stakeholders to progress claims efficiently.
Technical & Analytical Responsibilities
- Interpret expert reports and policy documentation, ensuring compliance with guidelines.
- Develop expertise in building defects, supported by comprehensive training.
- Manage claim finances, reserves, and payments accurately.
- Maintain precise financial and compliance records.
Collaboration & Continuous Development
- Prioritise caseload effectively, ensuring timeliness and thorough updates.
- Identify recovery opportunities, liaising with legal teams where necessary.
- Share knowledge within the team, improving best practices across claims handling.
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Essential Requirements
- Minimum one year’s experience in insurance claims handling—this is critical.
- Strong grasp of claims processes, from investigation to fair resolution.
- Commitment to exceptional customer service in vulnerable situations.
- Confident telephone manner, capable of managing complex and sensitive discussions.
- Outstanding written and verbal communication skills.
- Highly organised, with strong time management.
- Comfortable working both independently and as part of a team.
- Proficient in MS Office tools.
Nice-to-Have
- Experience in Motor or Property claims.
- Exposure to complex/technical claims environments.
- Interest in professional development or industry qualifications.
Success in This Role
- You apply claims expertise confidently, ensuring cases progress efficiently and fairly.
- Customers feel supported, informed, and reassured throughout their journey.
- Technical complexity is communicated clearly and simply.
- Claims are resolved with accuracy and a strong customer focus, even in challenging cases.
- Delivery of high-quality outcomes in scenarios requiring coordination across teams.
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