Claims Handler (Household) in Cardiff

Do you want to work for a multi-award winning business, where we put your career and development first? If this sounds like you, we have a fantastic opportunity for you to join our Household Claims department here at Admiral!

Household Claims are recruiting for Claims Handler’s to join our Triage team within the Wet Peril area. This is an exciting opportunity to join a team within the Admiral business, looking to make a difference for our customers.

About the role:

In our Triage team, you will be dealing with first notification of losses and initial conversations on escape of water claims. You will be responsible for ensuring our customers are looked after from the moment we receive their claim and ensuring that the claim is routed correctly for future handling.

You will be supporting our customers who have suffered damage to their home. Telephone contact with our customers is an important aspect of the role. You will be discussing and registering the initial claim, answering any questions that the customer may have, providing advice on the various aspects of the case whilst listening to customer evidence the damage that their home has sustained.

You will be expected to understand the damage and then route the claim accordingly to the correct team. This will be done via usage of tools provided but will require a great conversation with the customer to get to the correct outcome. You will be required to provide advice on the damage, the cause and the desired outcome to which the customer is entitled in conjunction with their policy terms and conditions.

Main, Responsibilities & Experience:

Whilst relevant Household Claims experience is desirable, it is not essential and full relevant training will be provided to all successful applicants.

• Experience with working within a customer service environment along with exposure to telephone work both inbound and outbound. A great telephone manner is essential
• You must have a genuine willingness to learn new skills and approaches to tasks
• Numeracy, literacy and IT skills are vital, and you will need to be a great communicator
• Whilst you will be supported in your role, you will need to be able to manage your time effectively, ensuring adherence with service level agreements and deadlines
• Being able to prioritise your work in what can be a busy environment will be essential
• A large part of the role is solving problems and so the ability to weigh up various approaches and then action the appropriate solution will be essential
• An eagerness to “get stuck in”, whilst you maintain strong attention to detail will serve you well
• You should be as enthusiastic about delivering great service as we are. The desire to perform to the best of your abilities will be indispensable when you join the team here at Household Claims
• Proactively review policy terms and conditions to understand what is covered
• Consider outcomes and taking a pragmatic approach to routing claims
• Have good negotiation skills and the ability to make decisions
• Be innovative and creative to think outside the box to overcome challenges faced in Escape of Water claims
• Be a strong team player and have the ethos and willingness to engage
• Come with a positive attitude and willingness to learn
• Have good initiative and the ability to meet deadlines

Location

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

Additional Information

The start date for this position is the 12th of January 2026.

If successful after application stage, you will be invited to attend a screening interview with a member of the recruitment team. This will be completed via telephone call.

The next step will be attending a group Meet and Greet in our Cardiff office on the 18th of December.

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.

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work‑life balance; it\'s one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.