Claims Handler

Claims handler — Zero Deposit
Salary: £25,500 – £30,000 Location: Hitchin/flexible
About Zero Deposit

Renting a new home can be stressful and expensive. At Zero Deposit, we're changing that.

We give tenants an alternative to expensive security deposits, allowing them to spend their money on the things they love.

That's why we're on a mission to revolutionise renting by replacing the outdated deposit system with a smarter, more human solution. We're building a world where moving home feels empowering, not daunting and where outstanding customer experiences redefine what people expect from financial services.

How we work

We live by a gold-standard mindset, because we don't just want to be good; we want to be the best customer service operation there is.

We do this through:

• Efficient processes that make things simple for customers.

• Clear communication that builds trust and removes complexity.

• Excellent conversations that leave a lasting impression of fairness and care.

We are people-first and technology-powered, using the right tools to enable real human connection. We believe resilience, empathy, and ownership are non-negotiable, because every customer interaction is an opportunity to prove that renting can be done differently.

What you'll do

As a Claims Handler, you'll play a key role in ensuring fair outcomes for both tenants and landlords at the end of their tenancy. You'll handle claims efficiently and with integrity, turning what can often be a tense process into a balanced, transparent experience that both sides can trust.

You'll:

• Manage end-of-tenancy claims relating to damages, rent arrears, or outstanding bills.

• Speak directly with tenants, landlords, and agents to reach fair, timely resolutions, using phone conversations to build understanding and reduce back-and-forth.

• Assess evidence and documentation quickly and accurately, applying your judgement to make balanced recommendations on claim settlements.

• Take ownership of your caseload, ensuring every claim is handled efficiently and to our gold-standard of quality.

• Collaborate daily with Operations Executives, supporting call handling during busy periods and sharing insights to continuously improve our service.

• Deliver consistently against productivity and quality KPIs, while keeping the customer outcome at the heart of every decision.

This is a role for someone who thrives on responsibility, who finds satisfaction in solving problems fairly and takes pride in getting to the right outcome for everyone involved.

Who you are

You'll thrive here if you're:

• Fair-minded, balanced, and customer-focused, able to see both sides of a situation.

• A strong communicator who builds trust quickly, especially over the phone.

• Resilient and efficient under pressure, with a structured approach to your workload.

• Experienced in claims handling or dispute resolution, ideally within rentals, property, or a similar environment.

• Motivated by performance, ownership, and delivering exceptional outcomes every time.

You don't just want to do a job, you want to make a difference, redefining what fairness looks like in the rental market.

What's in it for you

In addition to your salary, you'll receive:

• Up to 30 days' annual leave (starting at 25 and growing each year) + bank holidays.

• Your birthday off, because you deserve to celebrate.

• Flexible working. We care about what you achieve, not just where you do it. Flexibility is based on performance and team needs, and there will be times when we'll need you in the office to collaborate and connect.

• Free mental health, leadership and life coaching through our Sanctus partnership.

• Life insurance (UK only) and a company pension scheme.

• Referral, wellness and volunteering programmes.

• Opportunities to grow and progress into leadership or operations management as your career develops.

Join us

If you believe renting should be easier, faster and fairer for everyone, and if you want to be part of a team that's redefining what "great" means, then we'd love to hear from you.

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