Complaints manager

What does a claims handler do? – Tasks and work environment

A claims handler works with receiving, assessing, and managing claims from customers who are dissatisfied with a product or service. The daily work includes registering cases, communicating with both customers and suppliers, and investigating causes of complaints to find solutions that comply with company guidelines and legal requirements. The work is often performed in an office environment, closely collaborating with colleagues in customer service, finance, and sometimes legal departments. The profession requires a high level of service, good administrative skills, and the ability to handle stressful situations where multiple cases are ongoing simultaneously.

Salary development over time

The salary for claims handlers has seen steady growth over the past three years. In 2022, the average salary was 29,300 SEK per month, increasing to 30 500 in 2023. In 2024, the average salary has reached 32 300, which is approximately a 10.2% increase over three years. The clear trend indicates that the profession has become somewhat more in demand, and employers have had to raise wages to attract and retain skilled staff, especially amid increased competition within customer service roles. At the same time, inflation and general wage adjustments in the labor market have contributed to salary development. The profession still features relatively small salary differences between workplaces and regions.

Claims handler salary – comprehensive overview

• Average salary: 32 300 SEK/month
• Lowest salary: 30,300 SEK/month (female, private sector, high school education 3 years)
• Highest salary: 36,300 SEK/month (male, private sector, high school education up to 2 years)
• Hourly wage (average): 194 SEK/hour
• Women: 31 700 SEK/month (96% of men's salary)
• Men: 33 200 SEK/month
• Regional differences: Less significant, but some variation may occur between larger and smaller towns.

Education and qualifications

The path to becoming a claims handler often goes via high school programs in economics or administration, but other education with a focus on customer service or communication is also relevant. Employers value practical experience from customer service or similar roles, and internal training programs are common to provide specific knowledge of company routines and regulations. Some workplaces may require post-secondary courses in law or economics depending on the industry’s complexity.

• High school education: Economics, commerce, or administration (2–3 years)
• Post-secondary courses: In law or economics (mainly advantageous)
• Internal training: Common at larger employers
• Internships or prior experience: Customer service, administration, or service professions
• Good computer skills and communication ability: Often decisive in recruitment

Common benefits and compensations

Claims handlers are often offered collective agreement benefits such as occupational pension, wellness allowances, and insurances. It is common for employers to also offer flexible working hours, remote work options, and opportunities for skills development through internal or external training. Bonus or incentive programs are less common and mainly found in larger private sector companies.

Competition and challenges

The profession of claims handler is characterized by a balance in competition, according to the Swedish Public Employment Service’s forecasts for customer service staff. The number of vacancies remains relatively stable, and job opportunities nationwide are considered moderate, meaning neither a shortage nor an oversupply of labor. Challenges in the profession include managing a high influx of cases in a short period, dealing with dissatisfied customers professionally, and navigating regulations that can change quickly depending on the industry and product. Technological changes and automation of simpler cases may also influence tasks in the future, requiring adaptability and continuous skills development.

Tips for those who want to become a claims handler

To succeed as a claims handler, it’s good to have a solution-oriented approach and a lot of patience, especially when cases are complex or customers are upset. Being communicative and clear in both speech and writing helps build trust and understanding with customers and colleagues. Precision is a strength when documenting cases and following up on processes according to company guidelines. Flexibility and adaptability are also important, as tasks and routines can change quickly with new products or regulations. Being attentive and empathetic gives you an advantage when dealing with different types of people and situations. An interest in problem-solving and a desire to develop within customer service can increase your chances of thriving and advancing in the profession.

Key facts about Claims Handlers

• Salary range: 30,300–36,300 SEK/month
• Average salary: 32 300 SEK/month
• Education level: High school education, sometimes supplemented with post-secondary courses
• Work environment: Office-based, often in teams with customer contact
• Demand: Moderate, approximately 550 vacancies nationwide

Career paths and future prospects

After three to five years in the profession, a claims handler can advance to roles such as team leader, quality manager within customer service, or further specialize in areas like consumer law or product support. Opportunities also exist to move into more strategic roles within customer experience or process development, especially at larger companies. The Swedish Public Employment Service forecasts that demand for customer service personnel, including claims handlers, will remain unchanged over the next five years, with a balanced recruitment situation nationwide. This offers good prospects for those with the right skills and a willingness to develop along with the industry.

Frequently asked questions about Claims Handlers

• What is the average salary for a claims handler?
  - The average salary is 32 300 SEK per month.
• What are the lowest and highest salaries for a claims handler?
  - The lowest salary is 30,300 SEK and the highest is 36,300 SEK per month, depending on gender, education, and sector.
• How big is the salary difference between men and women?
  - Women earn an average of 31 700 SEK, which is 96% of men's average salary of 33 200 SEK.
• What education is required to become a claims handler?
  - Usually, high school education in economics, commerce, or administration, sometimes supplemented with post-secondary courses.
• What are the future prospects for the profession?
  - Job opportunities are moderate, and demand is expected to remain unchanged in the coming years.
• What personal qualities are important?
  - Good communication skills, patience, accuracy, and problem-solving ability are central qualities.
• Are there opportunities for advancement?
  - Yes, for example to team leader, quality manager, or specialist roles within customer service.