Overview
We are looking for a proactive and customer-focused Property Claims Coordinator to be the first point of contact for customers reporting property-related claims. This role goes beyond traditional FNOL handling – you will take ownership of the initial customer journey, gathering key information, assessing requirements, and coordinating appointments to ensure a smooth and efficient claims process.
You will play a vital role in delivering outstanding customer service, guiding policyholders through the early stages of their claim while working closely with suppliers and loss adjusters.
This is a full-time role (35 hours per week) with a hybrid working pattern (split between office and home).
Key Responsibilities
- Act as the first point of contact for customers reporting a claim
- Make outbound and inbound calls to gather detailed information on property damage/loss
- Ask relevant and structured questions to assess the situation and identify customer needs
- Arrange and coordinate appointments with suppliers and loss adjusters
- Provide clear guidance and reassurance to customers, ensuring a positive experience
- Manage diaries and schedules to ensure efficient allocation of appointments
- Ensure all required documentation and information is captured ahead of inspections
- Keep customers and all relevant parties updated throughout the booking process
- Work to agreed service level agreements (SLAs) and quality standards
- Build strong working relationships with internal teams and external partners
- Proactively manage tasks and follow-ups to ensure service excellence
Skills & Experience
- Strong customer service experience (essential), ideally within a contact centre or claims environment
- Confident and professional telephone manner, with the ability to build rapport quickly
- Excellent communication skills, both verbal and written
- Good level of organisation and attention to detail
- Ability to manage multiple tasks and work in a fast-paced environment
- Comfortable using systems and confident with general PC skills
- Ability to work both independently and as part of a team
- A proactive approach with good problem-solving skills
Desirable (but not essential)
- Experience in insurance, claims handling, or FNOL
- Knowledge of property/buildings or repairs
Pay: From £24,479.00 per year
Benefits:
- Casual dress
- Employee stock purchase plan
- On-site gym
Work Location: In person
