Senior Customer Service / Claims Advisor

Senior Customer Service / Claims Advisor

Salary: £32,000
Location: Milton Keynes – Hybrid Working
Bonus: £120 per month for hitting target | £250 per month for exceeding target
Working Pattern: Fully on-site for the first week, then hybrid (3 days in the office / 2 days from home)
Hours: 09:00–17:30, Monday to Friday

Important information before applying:
On-site interviews: Tuesday 10th November, with available slots at 10am, 12pm or 2pm. You must be available to attend one of these interview times. Unfortunately, if you cannot attend, we won't be able to progress your application.

Start dates: You must be available to start on either 7th December or 14th December.

About the opportunity

Are you an experienced customer service or claims professional who enjoys tackling complex cases, resolving difficult situations and taking ownership of the outcome?
  
We're recruiting for a growing business within the rental and financial services sector, offering an alternative to traditional rental deposits and helping make moving home simpler and more affordable.
  
They're looking for a Senior Customer Service / Claims Advisor to join their operations team, supporting tenants, landlords and letting agents. You'll handle more complex enquiries and claims, investigate disputes, make informed decisions and help deliver fair outcomes for everyone involved.
  
This role would suit someone who can work confidently and independently, use their judgement to resolve challenging cases and bring a wealth of experience to the team. You'll also have the opportunity to share your knowledge with colleagues and contribute to improving how cases are handled.

What you'll be doing

• Taking ownership of complex customer enquiries, escalations and end-of-tenancy claims involving property damage, rent arrears and outstanding charges.
• Investigating disputes thoroughly, reviewing tenancy agreements, photographs, supporting documents and other evidence before reaching a decision.
• Speaking directly with tenants, landlords and letting agents to understand different perspectives, manage expectations and negotiate fair resolutions.
• Handling challenging conversations confidently, using your experience to de-escalate situations and move discussions towards a constructive outcome.
• Making balanced, evidence-based decisions and clearly explaining the reasoning behind them.
• Managing your own caseload and competing priorities while maintaining accuracy, quality and agreed service levels.
• Acting as a knowledgeable point of contact for colleagues, sharing experience and offering guidance on more complicated cases.
• Identifying recurring issues and suggesting practical improvements to processes and the customer experience.
• Maintaining accurate records and ensuring all decisions and customer communications are clear, professional and consistent.

What we're looking for

• Solid experience in customer service, claims handling, complaints, dispute resolution or a similar role, ideally with responsibility for complex cases or escalations.
• Confidence handling sensitive conversations, managing objections and reaching fair resolutions when customers disagree.
• Strong investigative and analytical skills, with the ability to review evidence and make well-reasoned decisions.
• Excellent communication and negotiation skills, particularly over the telephone.
• The ability to work independently, use initiative and take accountability for decisions and outcomes.
• Strong organisation and attention to detail, with the ability to manage a busy caseload without compromising quality.
• A proactive approach to problem-solving and a genuine interest in improving processes and customer outcomes.
• The confidence to share knowledge, support colleagues and lead by example.

Experience within property, lettings, insurance or financial services would be advantageous, particularly where you've dealt with claims, disputes or complex customer complaints.

What's on offer?

• £32,000 salary.
• Monthly performance bonuses of £120 for hitting target or £250 for exceeding target.
• Hybrid working, based in Milton Keynes.
• Up to 30 days' annual leave, plus bank holidays.
• Your birthday off.
• Company pension and life insurance.
• Access to mental health, leadership and life coaching.
• Opportunities to develop further within claims, operations or future leadership roles.

Interested?

If you're an experienced customer service or claims professional who enjoys investigating complex cases, handling challenging conversations and taking ownership of fair outcomes, we'd love to hear from you!

Please ensure you can attend one of the specified interview slots and are available to start on either 7th or 14th December before applying.

IND/GEN