AmTrust International
Claims Specialist
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Claims Specialist
Claims Specialist – Hybrid Role
Location: Cheltenham office (hybrid) Salary: £26,000–£30,000 per year Applications considered: Rolling basis
About the Role
You’ll play a vital role as a Claims Specialist, managing structural warranty claims from start to finish in our Cheltenham office. Your expertise in insurance claims handling will ensure private homeowners—often facing stress or uncertainty—receive a customer-first, empathetic service throughout their claim.
This role is ideal for someone with existing claims experience, comfortable with in-depth investigations, policy interpretation, and clear, confident communication. You’ll join a supportive, collaborative team dedicated to excellent customer outcomes, with ongoing development opportunities to refine your technical claims skills.
Structural warranty claims differ from general perils claims (such as fire or flood), often requiring complex, methodical handling rather than urgency. If you thrive in structured yet rewarding work, this could be the perfect fit.
Key Responsibilities
Customer-Centric Claims Management
- Manage the full latent defect insurance claim lifecycle, applying your experience to ensure fair, consistent, and customer-focused outcomes.
- Be the primary point of contact, delivering clear, empathetic communication at every claim stage.
- Identify and adapt to the needs of vulnerable customers, ensuring they feel listened to, treated fairly, and well-guided.
- Handle new claims efficiently, ensuring a strong first response.
- Thoroughly review claim information, using your analytical and investigative skills to resolve discrepancies.
- Make fair, balanced decisions in line with policy guidelines, relying on your claims-handling judgment.
- Draft clear and sensitive decision letters (including rejections) while ensuring customer understanding.
- Prepare Case Strategy Reviews (CSRs) for accepted claims, balancing technical and customer considerations.
- Proactively manage claim progression, maintaining momentum without compromising quality.
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Communication & Customer Excellence
- Deliver exceptional customer service across all channels, aligning with experienced claims-handler standards.
- Use active listening, empathy, and clear explanations to support customers through complex processes.
- Build trust and rapport, especially in sensitive or long-term cases.
- Confidently manage challenging conversations, ensuring fair outcomes without diminishing customer experience.
- Collaborate effectively with experts, insurers, and stakeholders to streamline progress.
Technical & Analytical Responsibilities
- Accurately interpret expert reports and policy documentation using your claims knowledge.
- Develop your technical understanding of building defects (with full training support).
- Manage claim reserves and financial elements with accuracy and accountability.
- Process payments and maintain precise claim records in compliance with regulations.
Collaboration & Continuous Development
- Organise your caseload effectively, leveraging ost adottional skills from past claims work.
- Take ownership of your portfolio, ensuring timely progression and consistent updates.
- Identify recovery opportunities and liaise with legal advisors as needed.
- Contribute to team knowledge-sharing, particularly around best practices in claims handling and customer care.
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Essential Requirements
| Aspect | Requirement |
|---|---|
| Experience | Minimum one year of insurance claims handling experience. |
| Process Knowledge | Strong understanding of claims investigation, decision-making, and conflict resolution. |
| Customer Focus | Exceptional customer service mindset, with a commitment to fair outcomes. |
| Communication | Confident telephone manner, capable of managing sensitive and complex calls. |
| Skills | Strong written and verbal communication; highly organised with efficient time management. |
| Work Style | Comfortable working independently and as part of a team. |
| IT Proficiency | Proficient in Microsoft Office tools. |
Additional desirable qualities:
- Experience in Motor or Property claims.
- Hands-on exposure to technical or complex claims processes.
- Enthusiasm for professional development and industry certifications.
What Success Looks Like
✅ You bring proven claims experience to confidently handle claims from start to finish.
✅ Customers feel supported, informed, and reassured throughout their journey.
✅ Complex claim details are explained clearly and simply without jargon.
✅ Claims are resolved efficiently, with strong technical accuracy and high customer satisfaction.
✅ You thrive in challenging cases, delivering consistent quality even under complexity.
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