Damage & Complaints Claims Handler

Job Title: Damage & Complaints Claims Handler 

Reporting to: Head of Operations

Location: Barnstaple

The Role in a Nutshell

Let’s face it—accidents happen. A scratched floor or a bumped wall can turn a client's great experience into a stressful one. That’s where you come in.

We’re looking for a Client Resolutions Specialist who is more than just a "claims handler." We need a dedicated advocate who can pick up the phone, listen with genuine empathy, and take full control of a situation from the first "I’m not happy" to the final "thank you so much."

Why this isn’t your average office job:

We value the Voice: We believe a five-minute phone call is worth fifty emails. You’ll be the human voice of our company, bridging gaps and solving problems faster than a keyboard ever could.

Total Ownership: You aren't just "logging" a complaint. You own it. You’ll manage the journey from that first moment of friction all the way to a successful, "handshake" resolution.

Real Impact: You’re not just following a process; you’re rebuilding trust. You’ll have the autonomy to investigate, negotiate, and make things right.

What you’ll be doing:

1. Being a Client Champion 🤝

Be the single point of contact so the client never feels passed around.

Make the "proactive" call. You’ll update the client before they even think to ask "what’s happening?"

Turn "Contention" into "Conversation." You’ll lead tricky discussions with a calm, solution-oriented vibe.

2. Playing Detective 🔍

Deep-dive into claims by chatting with our scaffolders and homeowners to get the full story.

Coordinate with repair teams and surveyors to get the job done quickly.

Use your sound judgment to find fair outcomes that keep everyone happy.

3. Making us Better 📈

Keep our records sharp and professional (for the legal stuff and the "feel good" stuff).

Spot trends! If you see the same issue popping up, you'll work with our Procurement team to make sure it doesn't happen again.

Is this you?

The "Human" Touch: You can explain technical or tough news with genuine kindness and clarity.

Phone Confident: You don't hide behind email. You’re at your best when you’re talking to people.

Resilient: High-pressure situations don’t rattle you; you stay professional and focused.

Decision Maker: You’re comfortable looking at the facts and making a fair call on your own.

Ready to join the team?

If you’re a great communicator who loves solving puzzles and making people’s days better, we’d love to meet you.