Claims Experience Manager

Claims Experience Manager

Location: We have offices in London, Milton Keynes & Newcastle and would be open to applicants who can work 2 days in any of these locations or work fully remotely.
Division: Rightmove Landlord and Tenant Services (RLTS)

Department: RLTS - Insurance   

The Role:

As Claims Experience Manager you will be the central point of expertise for insurance claims across Rightmove Landlord and Tenant Services (RLTS), ensuring high-quality service delivery, regulatory compliance, and strategic alignment with our insurance partners. This role is critical in maintaining trust with agents, improving claims service and keeping track of claims outcomes to support the growth and retention of our insurance products.

What you’ll be doing:

• Supporting agents through their claims journey, including facilitating communications, insurer liaison, and internal reporting

• Tracking complex claims and complaints and liaising with our 3rd party provider to ensure smooth service, including those involving legal disputes, missing documentation, or subletting issues

• Supporting policyholders and tenants through neutral mediation to encourage resolution of disputes promoting a smoother overall claims journey

• Maintaining and updating the central claims log, tracking resolution status, and monitoring customer outcomes, agent impact, and service quality

• Serving as the internal and external specialist for insurance-related queries, supporting internal teams and agents with accurate, timely advice

• Contributing to our ongoing relationships with insurance suppliers, ensuring updates are delivered promptly and service standards are upheld

• Collaborating with our Marketing team to produce claims-related collateral and with our Compliance team to ensure policy wording and documentation are accurate and up to date

• Delivering training sessions to internal and external stakeholders to ensure product knowledge is current and compliant

• Maintaining a document of ‘frequently asked questions’ to improve internal efficiency

• Supporting with fair value assessments and product governance activities, ensuring alignment with FCA requirements and Consumer Duty obligations

• Participating in weekly complaints check-ins and escalating unresolved issues appropriately

• Providing regular reporting on claims performance, trends, and service gaps to inform strategic decisions

• Supporting forecasting by providing claims data insights to revenue owners

• Owning and updating the Policy Documents folder and ensuring all changes are reflected in client-facing materials and internal systems

• Overseeing the ‘free eviction service’ offered to selected partners and providing support to our legal services provider where required

• Staying informed on industry developments and emerging trends and sharing findings with relevant stakeholder

We’re looking for someone who has:

• Proven experience in insurance claims management, ideally within property or landlord/tenant services

• A strong understanding of FCA regulations, Consumer Duty, and product governance

• Excellent communication and stakeholder management skills

• An ability to interpret and apply policy wording and eligibility criteria effectively

• Conflict resolution and problem-solving skills (previous mediation experience advantageous but not essential).

• Experience with training delivery and knowledge documentation

What you’ll bring to the role:

• A strategic mindset with a proactive approach to improving service delivery

• Confidence in navigating complex claims scenarios and resolving disputes effectively

• A collaborative spirit, enabling you to work seamlessly across multiple teams

Please note, this role is an FCA-regulated role and as such the successful candidate will be required to undergo a DBS and credit check prior to offer.

What’s in it for you:

People are the foundation of Rightmove – we’ll help you build a career on it.

• Competitive compensation package

• Cash plan for dental, optical, and physio treatments

• Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan

• 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes

• Hybrid working pattern with 2 days in the office

• Contributory stakeholder pension

• Life assurance at 4x your basic salary to a spouse, family member other nominated person in your life

• Paid leave for maternity, paternity, adoption, and fertility

• Travel Loan, Bike to Work scheme, Rental Deposit Loan

• Charitable contributions through Payroll Giving and donation matching

• Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts, and move

About Rightmove

Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust, and belief to make it happen. We’re home to the UK’s largest choice of properties and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what’s on the market. Despite this growth, we’ve remained a friendly, supportive place to work with employee #1 still working here! 

We’ve done this by placing the Rightmove How’s at the heart of everything we do. These are the essential values that reflect our culture and include:

• We create value…by delivering results and building trust with partners and consumers

• We think bigger…by acting with curiosity and setting bold aspirations

• We care deeply…by being real, having fun, and valuing diversity

• We move together…by being one team - internally collaborative, externally competitive

• We make a difference…by focusing on delivering measurable impact

We believe in careers that open doors and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events. And with 88% of Rightmovers saying we’re a great place to work, we’re clearly doing something right! If all of this has caught your eye, you may well be a Rightmover in the making!

As an Equal Opportunity Employer, Rightmove will never discriminate based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy/maternity or sexual orientation.
At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success., We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.