Case Management Handler

Do you have a genuine desire to develop, deliver quality customer service and build a career in a fast paced, innovative, and supportive department? If so, a career with Household Claims could be for you! Experience, whilst desirable, is not essential as full training will be provided when you join us and throughout your career.

Household Claims are recruiting! The Claims department is growing, and we are looking for enthusiastic, customer centric staff to join our Wet Peril team. There are two areas in the department and both service our customers’ needs ranging from general queries on cover to dealing with AD Buildings and contents claims. The work is varied and involves using contents validation tools plus speaking to suppliers about various buildings claims. Always promoting the best outcome for our customers. Training will cover all areas and highlight further advancement into more technical claims. If you are looking for a new challenge in a growing department, then Household Claims can provide that opportunity.

About the role

We are looking for handlers to join our Household Claims department, where you will be responsible for dealing with customers' new or existing claim enquiries over the phone, ensuring we are working to strict deadlines and targets, and creating a positive work culture. Main duties and responsibilities

• Managing a caseload where you will be responsible for the claim until settlement, which will include taking inbound calls, making outbound calls to customers about the progress of their claim, negotiation, validating documents, reading supplier reports and making decisions
•  Accurately checking all details of a claim after every call
•  Liaising with our Third-Party Suppliers to ensure they have all the relevant information to handle a claim, chasing for responses if required, and ensuring all relevant documentation is returned to us at claim settlement
•  Ensuring underwriter requirements are checked in respect of the submission of household claims
•  Undertaking special projects, as required
•  Meeting and exceeding departmental quality targets
•  Ensuring we are treating customers fairly and always acting in a professional manner. Handlers will be responsible for ensuring that customer information is safeguarded at all times, and we must follow the Data Protection Act
•  Setting up new household claims, capturing accurate information and establishing the facts of the incident from the caller

Skills Required

•  A positive attitude to work and maintain general office standards
•  Discipline in accordance with company procedures
•  Effective time management and organisational skills
•  Good written and verbal communication skills
•  Attention to detail and accuracy
•  A team player attitude
•  Be flexible to varying working hours including working evenings and weekends

Location

The successful candidate would be required to work 2 days a week at our head office in Cardiff, Ty Admiral. 

Admiral, Where You Can Be You

At Admiral you’re accepted, supported and empowered to be you. Because you’re brilliant.

We’re proud of our people-centric culture which has led us to being recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re committed to ensuring that at Admiral, progression is not slowed or haltered by barriers related to protected characteristics.

Benefits and Work-Life Balance

As the only FTSE 100 Company headquartered in Wales and ranked one of the best big companies to work for by the Sunday Times, Admiral is an exciting place to take your career. We are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure colleagues have a great work-life balance; it's one of the reasons we are proudly the only company to have been named one of the Best Companies to Work For every year since 2001. We want you to have an element of freedom to define a working lifestyle that supports this, so we accommodate flexible hours wherever possible. 

Start date - 17th November 2025