Senior Technical Claims Handler
Remote working - with 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 seven consecutive years
Sound good? Read on to find out more about joining our team…
Key Responsibilities
- Proactively manage a caseload of our highest value and most complex property claims, owning the customer journey from beginning to end.
- Make decisions regarding liability, coverage and quantum following the appropriate escalation routes when required.
- Work closely with 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
- Own the high value and complex claims identification process.
- Be the focal point of the transfer process when claims move between Technical & other business areas, providing a seamless customer journey.
- Contribute to the continuous improvement of our claims philosophy and facilitate its delivery, to provide 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 & feedback as appropriate.
- Contribute to continuous improvement activities, representing Technical Claims interests as appropriate.
- Line management responsibility for the Technical Claims team.
- Establish clear performance expectations, objectives and goals for direct reports.
- Regularly monitor team KPI’s and share performance insight with the relevant stakeholders.
- Regularly monitor individual performance, providing consistent feedback, recognition, and constructive evaluations.
- Undertake monthly one-to-one meetings and quarterly reviews with direct reports.
- Provide insight to the Head of Technical Claims Outcomes and wider business on risks, trends and areas for improvement observed within Technical Claims handling.
Requirements
We would love to hear from people with the following skills and experience for this role:
- Proven experience in handling property claims that exceed £100,000 from notification through to settlement
- Experience in people management, KPI’s and performance management
- Experience in complaints handling
- In-depth knowledge of good practice within the property claims industry
- In-depth knowledge of buildings construction practices
- Working knowledge of damage mitigation & restoration practices
- Knowledge of UK insurance law and insurance related regulation such as ICOBS & Consumer Duty
- Excellent communication skills with the ability to explain complex topics in simple language
- Excellent customer service skills
- Attention to detail, analytical & problem-solving skills
- Negotiation, questioning and decision-making skills
- Continuous improvement mindset
- Focused on delivering good customer outcomes whilst being commercially aware
- Able to work autonomously, as part of a team and independently
- CII & BDMA or equivalent qualifications
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:
- A genuinely flexible approach to work. We are really supportive of you flexing your hours and location to help you keep everything in your life in balance.
- 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% and 15% for friends and family when you choose to take out a home insurance 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 choices.
- 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 for all employees
- 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.
Your data will be maintained in line with our ‘recruitment data privacy policy’ found here.