Home Claims Team Manager

The position is primarily home-based, with occasional travel required. To effectively fulfil your role and contribute positively to our company culture, you will need to attend the office at least quarterly and participate in a selection of company-wide events.

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 three consecutive years. And in our latest survey, 94% of our employees agreed it’s a great place to work.

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

Key Responsibilities

Team Leadership

• Provide effective leadership, guidance and coaching to a team of household claims handlers and senior claims handlers.
• Set clear performance expectations, objectives, and goals for team members.
• Monitor team performance and provide regular feedback, recognition, and constructive evaluations.
• Identify training and development needs to enhance team skills and knowledge.

Claims Management

• Oversee the household claims process, from initiation to resolution.
• Review complex or high-value claims and provide guidance to team members on appropriate handling strategies.
• Ensure accurate and efficient claims processing while maintaining a high level of customer satisfaction.
• Collaborate with other departments, such as underwriting, customer service, customer experience, and wider claims teams to facilitate seamless claims processing.

Quality Assurance

• Establish and maintain quality standards for claims handling, ensuring adherence to company policies and industry regulations.
• Work in collaboration with the Claims Technical and Assurance teams to ensure team accuracy, consistency, and compliance is achieved.
• Implement corrective actions and process improvement based on audit findings to enhance overall team and individual performance.

Performance Management

• Track team performance metrics, analyse trends, and identify areas for improvement.
• Develop and implement strategies to optimize team efficiency, productivity, and effectiveness.
• Address performance issues promptly through coaching, training, or appropriate disciplinary actions.

Customer Service

• Maintain a customer-centric approach, focusing on delivering exceptional service to policyholders.
• Handle escalated customer inquiries or complaints, resolving issues in a timely and satisfactory manner.
• Work collaboratively to identify opportunities to enhance the customer claims experience.

Reporting and Analysis

• Prepare and present regular reports on team performance, claim trends, and operational metrics to senior management.
• Use data-driven insights to make informed decisions and drive process improvements.

Team Development

• Foster a positive work environment that promotes teamwork, collaboration, and open communication.
• Support the professional growth of team members through training, mentoring, and career development opportunities.

Requirements

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

• Several years of experience in insurance claims handling, with a proven track record of effective team leadership.
• Strong knowledge of household insurance policies, coverage, and claims procedures.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Problem solving skills with the capability to handle complex and sensitive situations.
• Demonstrated ability to manage time, prioritise tasks, and meet deadlines.
• Leadership qualities, including the ability to motivate, coach and develop team members.
• Familiarity with regulatory requirements related to insurance claims processing.

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

• 50% dscounted home insurance
• 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
• 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.

Last updated on Aug 8, 2024