Location: Office-based
Salary: £27,000 per annum (negotiable, depending on experience)
Hours: Full time – 9am to 5pm during probation
Shifts rotate between 8am–4pm or 10am–6pm once permanent
Saturday rota: 1 in 7 weeks, 9am–1pm (paid overtime)
Contract: Permanent
About the Role:
We’re looking for adaptable, empathetic, and knowledgeable individuals to join a growing team in the home repair and insurance claim management sector. This is a fantastic opportunity to work in a fast-paced, supportive environment, helping customers navigate property damage claims across commercial and domestic settings.
Main Duties:
* Support customers throughout the property claims process with empathy and professionalism.
* Handle inbound and outbound calls, including sensitive conversations with vulnerable individuals.
* Provide clear, honest updates and guidance at every stage of a claim.
* Manage high call volumes during peak times – no call time limits, focus on quality.
* Interpret complex insurance policies for flats, stores, and mixed-use buildings.
* Work independently, applying initiative, financial awareness, and critical thinking.
* Collaborate with surveyors, insurers, contractors, and clients to resolve claims efficiently.
* Offer practical solutions, such as alternative accommodation when required.
* Maintain accurate case management and ensure timely communication with all stakeholders.
Skills & Experience Required:
* Customer service experience – essential.
* Insurance knowledge and experience handling claims – required.
* Understanding of property and repair processes (DIY, estate agency, building materials) – preferred.
* Empathetic communication style, especially when dealing with vulnerable customers.
* Ability to multitask and remain calm under pressure (e.g., during weather-related claim spikes).
* Honest, transparent approach to client communication.
* Strong organisational, case management, and time management skills.
* Proficient in Excel and comfortable reading technical reports.
* Previous experience in pensions, investments, or property ownership is a bonus.
Benefits:
* Annual bonus (reviewed around Christmas).
* On-site car parking.
* Birthday day off and bereavement leave.
* 22 days holiday + bank holidays (rising to 25 with service).
* Casual dress policy (office-based role).
* Flexible, supportive workplace culture with long-term staff retention.
* Access to Perk Box and additional employee perks.
Why Apply?
If you’re passionate about property, enjoy problem-solving, and want to be part of a company that values growth, collaboration, and doing the right thing for customers, this is the opportunity for you.
To apply:
* Call us on 01623 643777
* Email your CV to mansfield@essentialrecruitment.co.uk
This vacancy is being advertised by Essential Recruitment – an Employment Agency.
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