Job Description

About Protek

Protek is a specialist structural warranty and construction insurance MGA, underwriting on behalf of several A-rated insurers. From our operational base in Edenbridge, Kent, we support a national client base through both direct and wholesale business, with an emphasis on delivering excellent customer service.

Although Protek has been trading for 10 years, our team brings many more years of combined insurance and construction experience. In a niche market, we set ourselves apart through diligence, technical standards and a right outcome, right first-time approach. We value our people as an essential part of our success and invest in development, giving colleagues exposure to the full workings of a successful MGA.

Role

This role combines technical case handling of conciliation as dispute resolution/mediation between homeowners and developers during the first two years of the warranty (developer rectification period), with triage and notification of matters that must be passed to the insurer as claims. You will manage a busy caseload to consistently high standards, taking ownership from first notification, gathering and assessing evidence, and ensuring each matter follows the correct route and progresses without delay. Where a claim is referred to the insurer, you will prepare an insurer-ready referral file referencing the relevant policy sections, setting out a draft determination and recommended next steps, and incorporating technical input from surveyors, engineers or other experts. You will work closely with insurers and loss adjusters throughout to support fair, efficient outcomes.

Main Duties:

Take first notification from policyholders, acknowledge promptly, and triage whether the matter should be progressed through conciliation or notified to the insurer as a claim

Carry out verification and initial investigation to gather evidence efficiently, including obtaining relevant documents, photographs, reports and timelines

Assess the likely policy impact by reference to the relevant sections of the policy wording and prepare clear, well-structured referral packs for the insurer where required

Produce draft determinations and recommended next steps, incorporating technical input from surveyors/engineers and any other appointed experts as appropriate

Liaise with insurers and loss adjusters throughout the claims process, responding to queries, providing timely updates and maintaining momentum to support efficient handling

Manage a caseload of conciliation and latent defect matters in line with company procedures, service standards and authority levels

Work closely with internal colleagues and other stakeholders to ensure consistent case handling and a "right first time" customer journey

Provide regular reporting and updates to management, highlighting key risks, themes and case progress

Ensure compliance with all regulatory requirements, including FCA standards, Consumer Duty and Treating Customers Fairly, including vulnerability awareness and complaint triggers

Training:

Protek is committed to furthering its employees training through insurance and construction specific training, so you must be willing to work towards obtaining further qualification.

What you will need:

We are looking for a confident, personable and diligent individual who can manage a busy caseload, handle conciliation as dispute resolution between homeowners and developers, and prepare high-quality referral files to support the insurer's claims process where required. You will be comfortable working with technical evidence and communicating clearly and fairly with all parties, maintaining high standards of file handling and customer outcomes.

Essential:

Minimum 3 years' experience in a similar or transferable role, such as property claims handling, loss adjusting, defects/repairs case management, construction-related case handling, or another role involving technical files, evidence-led decision making and stakeholder management

Experience working in an FCA regulated environment, including knowledge of Consumer Duty, identifying vulnerable customers and complaints handling

Demonstrable experience managing multi-party disputes and difficult conversations (e.g., customer vs contractor/supplier), with the ability to negotiate, influence and drive progress to resolution

Ability to review evidence and produce clear written outputs, including file summaries, recommendations and draft determinations

Confidence referencing and applying policy wording/coverage considerations, and preparing insurer-ready referral packs that set out relevant policy sections and the key facts/evidence

Excellent written and verbal communication skills

Strong attention to detail and ability to produce accurate work under pressure

Strong working knowledge of Microsoft Office, including Excel

Strong customer service focus, with the ability to prioritise workloads effectively and maintain control of a caseload

Commercially aware, adaptable, and keen to develop your skills further

Desirable:

Experience in structural warranties, new-build defects, repairs/defects investigations, or property damage claims

Experience liaising with surveyors/engineers, insurers and loss adjusters, and coordinating technical input into case strategy

CII / CILA qualification completed or working towards (or willingness to work towards relevant professional qualifications)

Job Types: Full-time, Permanent

Pay: 27,000.00-30,000.00 per year

Benefits:

Company pension Free parking On-site parking
Work Location: In person