Technical Claims Handler Customer Solutions

We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry. Since 2002, we've been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK, and we're just getting started.

If you're someone who loves solving interesting problems, taking ownership and working with a team that aims high, speaks up and lifts each other, Homeprotect is a place where you can do meaningful work, grow your career and make a real difference for our customers.

Our customers come from all walks of life and so do our people. We're a small but perfectly formed team of insurance specialists, technologists, data scientists and customer champions - all bringing individual expertise, an appetite for innovation and a shared ambition to protect the homes and things people love.

We work at pace, but we trust our people to work in a way that brings out their best. You'll collaborate closely across teams, have real ownership from day one and see the impact you have first-hand with flexible working to help you balance the needs of your role with the rhythm of your life.

We've been recognised as a Great Place to Work UK for seven consecutive years - most recently ranked 29th nationally, jumping 71 places in a single year.

• Proactively manage a caseload of our highest value and most complex property claims, owning the customer journey from beginning to end.

• Make decisions on liability, coverage, and quantum, following the appropriate escalation routes when needed.

• Manage all stakeholders involved in a claim, including loss adjusters, contractors, surveyors, and other supply chain partners, to deliver good claims outcomes and collaborate on best practice where appropriate.

• Deliver exceptional service to our customers with confidence, clarity, and empathy.

• Help identify high value and complex claims so they reach the Technical Claims team at the right time.

• Act as the focal point when claims transfer between Technical Claims and other business areas, giving customers a seamless journey.

• Apply our claims philosophy in your day-to-day handling and contribute to its continuous improvement, to deliver good claims outcomes.

• Act as an escalation point for complaints and support their resolution.

• Act as a point of referral for the wider claims department, providing coaching and feedback as appropriate.

• Contribute to continuous improvement activities, representing Technical Claims interests as appropriate.

We’d love to hear from people with the following skills and experience for this role:

Essential

• Proven experience handling property claims over £100,000 from notification through to settlement

• Experience managing all elements of a complex claim, with strong stakeholder management skills across loss adjusters, contractors, surveyors, and other supply chain partners

• Experience managing your own caseload against service standards and key performance indicators (KPIs)

• Experience in complaints handling

• In-depth knowledge of good practice within the property claims industry

• In-depth knowledge of building construction practices

• Working knowledge of damage mitigation and restoration practices

• Knowledge of UK insurance law and insurance regulation such as the Insurance:
  Conduct of Business Source book (ICOBS) and Consumer Duty

• Excellent communication skills, with the ability to explain complex topics in simple language

• Excellent customer service skills

• Attention to detail, plus analytical and problem-solving skills

• Negotiation, questioning, and decision-making skills

• A continuous improvement mindset

• Focused on delivering good…