Senior Desktop Claims Adjuster

Remote Working (UK) - Monthly travel required to our Claims Operations Office in Sheffield.

About Homeprotect

We founded Homeprotect on a simple principle – to provide protection to people underserved by the home insurance industry.

We’re experts at insuring people who want to build or buy a unique property, renovate, rent a home or leave it unoccupied. We can cover people who travel a lot, run a business from home or even collect rare treasures. We protect people who love living in a listed building, having a view of a river or sunbathing on a flat roof.

We can do this because our smart tech enables our customers to get an instant, online quote to cover a huge range of complex needs and our UK customer support teams are on hand to provide information and support when only a real person will do.

Our insurance has already empowered hundreds of thousands of people to protect their homes and the things they love. But we’re not content with being the leading provider of what’s called ‘non-standard’ insurance. We believe there’s no such thing as ‘standard’. We’re all unique and we all deserve home insurance designed with our individual needs in mind – something our combination of real people and smart tech enables us to do.

Our simple promise? Whoever you are and wherever you live, with Homeprotect we’ve got you covered.

What It's Like to Work Here

Our customers come from all walks of life and so do our people. We’re a small but perfectly formed team, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love.

Working in a fast-paced environment where change happens regularly is how we do things. But we also recognise that you’ll do your best work when you have the right balance, and that’s why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours for them. We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day-to-day, our teams have the freedom to decide where to work and we trust that they’ll make the right decision balancing the business needs and their own preferences.

Most companies think their culture is great, however at Homeprotect, we have the proof to back this up. We have been recognised externally as a Great Place to Work for the last five consecutive years

Sound good? Read on to find out more about joining our team…

Key Responsibilities

In your role:

Reporting to the Head of Claims Operational Outcomes you will play a vital role in ensuring our customer claims are handled fair and efficiently.

You will facilitate the delivery of our claims philosophy and standards by proactively managing your claims caseload from cradle to grave. Taking ownership and responsibility for the customer journey and claim outcome by delivering world class service to our customers and making sound technical claim decisions.

You will also play a pivotal leadership support role within the HCR team, acting as a role for our Guiding Principles and providing support to the Team Manager.

You will be responsible for:

Claims Handling:

• Handling your own portfolio of claims, from desktop-to-grave, gathering all the necessary information required to determine cause and extent of loss/damage, and extent of policy coverage.
• Assessing damages, which may involve working with contractors to determine repair costs or replacement value.
• Negotiating settlements that fairly and adequately compensate Homeprotect customers for their loss and negotiating with contractors or other suppliers to obtain the necessary repairs or replacements.
• Managing the claims proactively, ensuring accurate records of communication and transactions, communicating with stakeholders regularly where required to ensure that customers and stakeholders are fully informed about the progress of the claim.
• Always providing exceptional customer service to your customers throughout to deliver high overall customer satisfaction, confidence, and clarity throughout their claim journey.

In an elevated senior role with high level of handling authority limit you will expect to work with a high level of autonomy.

Leadership & Support

• Align with and provide day-to-day support to the Team Manager in delivering team objectives and performance targets.
• If required, support in workload allocation and monitoring to ensure fair distribution and efficiency.
• Support operational needs or decision-making in the absence of the Team Manager.

Coaching & Development

• Where required, provide coaching support, constructive feedback, technical support and process guidance to desktop adjusters.
• Where required, support the Team Manager in call and audits, providing constructive feedback and supporting team development.
• Support the onboarding of new team members by delivering training, mentoring, coaching and support as required.

Culture & Engagement

• Act as a role model for Homeprotect Guiding Principles, consistently demonstrating desired behaviours, values, and professional standards at all times.
• Foster a positive and inclusive team culture that prioritises collaboration, accountability, and continuous improvement.
• Support the implementation of change initiatives and promote engagement with new processes or technologies.

Requirements

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

• Proven experience as a desktop claims adjuster (or similar role) in the home insurance sector with strong technical knowledge.
• Excellent interpersonal and customer service skills and ability to negotiate, question and make sound, evidence-based decisions.
• Ability to coach and support peers in a fast-paced, customer-centric environment.
• Excellent communication, listening and feedback skills and confidence when dealing with people, often in difficult circumstances.
• High levels of integrity and personal accountability.

Benefits

We think we have a fantastic company culture and welcome new team members with open arms. We also offer a great range of benefits, including:

• Opportunities to focus on your professional growth whether that’s through training or other personal development opportunities - we want you to build your long-term career with us.
• Discount of 50% when you choose to take out a policy with us.
• An in-house wellbeing programme including seminars and workshops from wellbeing coaches and professionals.
• Home working starter kit and money to spend on additional equipment you may need.
• Charitable giving scheme, so you can donate to our partner charity, or one of your choice.
• The opportunity to work alongside brilliant people, because this isn’t something that every organisation can offer!

On top of that, we also offer all the standard stuff, like:

• 25 days’ holiday (plus bank holidays) and the ability to buy and sell >5 days annually.
• Private medical cover.
• Financial Advice with Octopus Money.
• Life insurance.
• Annual discretionary bonus scheme.
• Pension contribution.
• Free fruit and really good coffee for the days you come into the office.
• Local and national retail discounts.

Have we captured your imagination? If so, we’d love to hear from you!

Unique as Standard

We’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds, as long as you meet the knowledge, skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment – no matter your gender, age, ethnicity, sexual orientation, religion, disabilities or beliefs. We believe in celebrating difference, and everything that makes both our customers and people unique, by creating an environment where everyone can thrive.

We encourage you to let us know if you need any extra help with your application, or if you have any requirements at any stage of the recruitment journey.

Equally, lots of our staff at Homeprotect work flexibly and in a variety of ways, whether that’s different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need, as we’re always happy to explore what's possible for the role.

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