Job Description

About us

Our core business delivers repair services, job management and reinstatement work for well known, service driven home insurance and social housing providers. Mainly focused on the domestic part of this industry we carry out between 1500 and 2000 claims per year. That means we liaise, administer and deliver services to customers in their hour of need all over the southeast of England. We're dedicated to protecting what matters most -- our customers' homes and peace of mind. As a trusted name in home insurance, we pride ourselves on providing fast, fair, and empathetic claims support when people need it most.

About the role

We're looking for a proactive, detail-oriented

Claims Coordinator

to join our growing team and help ensure our claims process runs smoothly from start to finish. The individual in this role will be responsible for the managing their portfolio of claims. They will take ownership of overseeing the work in progress, communicating with clients and operatives, while keeping the customer informed and updated throughout the claims process. Coordinators will also assist the management team in meeting service level agreements by effectively managing and distributing caseloads.

The ideal candidate will be friendly, personable, hardworking and be able to work in a fast-paced and demanding environment.

Job Details:

As a Home Insurance Claims Coordinator, you will serve as the primary point of contact for clients & customers throughout their claims journey. Your role will involve providing exceptional customer service, coordinating with customers, clients, internal teams, and suppliers, and ensuring that all claims are processed with accuracy and efficiency.

The roles and responsibilities include but are not limited to:

Managing a high-volume portfolio of dynamic home insurance claims, from first notification of Loss (FNOL) to final invoicing. Acting as a central liaison among customers, clients, internal departments, and third-party suppliers, ensuring timely updates and a smooth progression of each claim. Building trust and rapport with policyholders by actively listening, demonstrating empathy, and taking appropriate, timely actions. Maintaining precise, up-to-date records in internal claims management systems and client portals, ensuring compliance with established SLAs and KPIs. Generating reports and monitoring claim data to help performance tracking and informed decision-making. Ensuring that all claims are invoiced promptly and within the agreed KPIs upon completion. Communicating with customers and clients in a professional manner through various communication channels, providing timely responses to all inquiries. Coordinating inspections, repair appointments, and documentation requests. Identifying and escalating any potential fraud indicators in accordance with company protocols. Providing support and guidance to customers during what can often be a stressful time, offering reassurance and professional service Documenting customers' material choices for reinstatement work. Proactively identifying opportunities to enhance the customer experience and streamline processes. Managing and resolving any customer complaints Consistently meeting and maintaining service level agreements (SLAs) and performance targets (KPIs). Undertake any individual or team tasks or activities reasonably assigned, in alignment with company values

Essential skills/experience:

Demonstrated experience in Home Insurance claims handling (minimum of 2 years) Strong knowledge of claims processes and reporting standards Exceptional organizational abilities, meticulous attention to detail, and a dedication to producing high-quality work. Capability to manage multiple tasks and meet deadlines in a dynamic environment. Proficiency in Microsoft Office Suite (particularly Word and Excel); familiarity with claims management systems is advantageous Strong customer service and communication skills (both written and verbal). Ability to work autonomously or collaboratively within a team Customer-centric approach with a problem-solving mindset. A customer-first mindset with a problem-solving attitude
If you're passionate about helping people and thrive in a fast-paced, customer-focused environment, we'd love to hear from you.

Monday - Friday, 9-5pm

Evening/weekend overtime available during weather or surge events.

Salary: 24-26k, depending on experience

25 days holiday + Bank Holidays

*Holiday entitlement increases by 1 day for every 5 years of service (capped at 25yrs)

Plus the day off on your Birthday

Job Types: Full-time, Permanent

Pay: 24,000.00-26,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company events Company pension On-site parking Sick pay
Application question(s):

Do you have prior experience working with insurance claims? If yes, which type of insurance claims do you have experience working with? How many years of experience do you have working in a customer service or client-facing role? Are you familiar with any claims management software? If yes, please state which.
Work Location: In person