Job Description
Claims Handler
Map Room are partnering with a growing and well-established organisation operating within the regulated compensation and claims sector. Due to continued expansion, our client is looking to appoint a Claims Handler to join their Operations team.
This role is based in Surrey and will offer hybrid working, but office attendance will be required at times. Please only apply if you can commit to this.
The Opportunity
The successful candidate will manage compensation claims from initial client contact through to referral and acceptance by regulated partner firms (including solicitor firms and claims specialists). The role requires strong attention to detail, excellent client communication skills, and the ability to manage multiple cases while maintaining regulatory compliance.
Case Management
* Manage a caseload of compensation claims from initial review through to successful referral
* Maintain accurate and compliant case records
* Provide regular updates to clients and internal stakeholders
* Identify and escalate any indicators of fraud or financial crime
Client Support
* Conduct initial client assessments to determine claim eligibility
* Explain claims processes, timelines, and expectations clearly
* Provide appropriate support to vulnerable clients
* Respond to client queries professionally and efficiently
* Ensure all communications align with FCA Consumer Duty standards
Evidence & Documentation
* Gather and verify supporting evidence including reports, photographs, and correspondence
* Identify and obtain missing documentation
* Prepare comprehensive claim packs for partner firms
Compliance & Quality Assurance
* Ensure full compliance with FCA regulations, GDPR, and internal procedures
* Participate in file reviews and quality audits
* Maintain strict confidentiality when handling sensitive client information
* Support data subject access requests (DSARs) when required
Candidate Requirements
* Minimum 2 years’ experience in financial services, case management, or customer service
* Proficiency in Microsoft Office and CRM systems
* Knowledge of GDPR and data protection principles
* Experience handling compensation claims (housing disrepair, motor finance, or similar)
* Knowledge of FCA regulations and Consumer Duty
* Experience working with solicitor firms or within legal processes
* Previous experience in regulated financial services