START DATE - July 1st
In person.
The PREFERRED Vision
To seamlessly connect homeowners, insurers, and property owners. To the best-in-class trades, locally, regionally, nationally.
2026 is an exciting year. We have a new business and a strategy that is driven by our vision to seamlessly connect homeowners,
insurers, and property owners. To the best-in-class trades, locally, regionally, nationally.
We want to provide our clients with a digitally led customer focused service, that helps them deliver their business objectives.
Customer Operations is the foundation of our new business and for this purpose, we are investing in a multidisciplinary Repair
Manager that can help to deliver the strategy that supports our growth and vision.
We are going to provide a managed repair service, The PREFERRED way.
Our customer objectives in 2026:
- Establish new ways of working and ensure all procedures are documented to high standards.
- Learn by doing.
- Creating exemplar customer experiences
- Evolve our brand and proposition
- Collaboration across teams:
- Customer
- Technology
- Operations
- People
- Finance
What we are looking for... we are excited to announce an opening for a Repair Manager in our newly formed Preferred Repair
Solutions Business.
This role is crucial in driving customer satisfaction through delivering services that are not only customer-centric but also streamline
costs and deliver tangible business benefits.
As a Repair Manager you will be responsible for answering all incoming calls from policyholders, clients and repair teams, within
company agreed SLAs.
You will help to manage and administer all incoming claims, allocating claim workload, ensuring the most effective deployment to
Preferred Network Partners.
You will be responsible for progressing the work-in-progress (WIP) using the ‘My Restore and ‘Axis’ systems to ensure timely
completion of claims and repairs, within agreed Key Performance Indicators (KPIs).
You will liaise, both confidently and professionally, with our clients. This will include Loss Adjusters, Surveyors and third-party claims handlers. In addition, you will cultivate strong working relationships with our Network Partners, which will assist you in processing claims to the highest standard.
Key Responsibilities
Key role and responsibilities
· Answering all calls swiftly, in a friendly but professional way. Telephone contact is always preferred with our customers,
clients and contractors.
· Effectively managing correspondence within a central repair inbox. Ensuring emails are responded to in an organized and
timely manner.
· Allocating new instructions to the most appropriate Network Partner, based on geographical location, scope of the repair
and work volumes, within agreed SLAs.
· Proactively managing work in progress, new instructions that have been allocated to repair teams using the ‘My Restore’
claim management system. This will include, but is not limited to, obtaining estimates, photos, reports and surveys.
· Using Microsoft packages to create bespoke reports and estimates for our clients and customers. Ensuring accuracy of
costs, on both these and our in-house systems.
· Carefully managing claim costs where we have delegated authority limits and ensuring that approval is sought from the
client where we do not.
· Co-ordinating some emergency repair work, within specific timescales
· Working with the Operations Leader, specialist contractors, and clients in obtaining customer feedback on all completed
work.
· Ensuring that our customers are always informed of their claims’ progress and managing customer expectations to the
highest level.
· Completing closure checks on claims, gathering the necessary documentation to enable the claim to be progressed to the
invoicing stage.
· Confidently managing the handling of any complaints or dissatisfaction in accordance with the agreed guidelines and
escalation process.
· Completing all tasks within service level agreement timescales as specifically set by the client or the company.
· Pro-actively monitoring your own workload and prioritising action where required.
Person Specification
Qualifications and skills
Must have relevant customer service experience, ideally from a household claims or insurance background.
Essential
· Client focused and used to working in a fast-moving customer service environment with SLA’s and KPI’s.
· Strives for continual improvement, actively working to expand your knowledge of property repairs and claims.
· Demonstrates excellent verbal and written communication skills and excellent telephone manner.
· Hard-working, flexible, adaptable and able to use own initiative.
· Excellent organisational and prioritisation skills.
· Able to work logically on the system, remain calm when under pressure and deal with a variety of tasks and issues.
· Experience in using job management systems is an advantage.
· Manages own time and can work on own initiative effectively.
· Remains positive when dealing with difficult people or situations.
· Bright, intelligent and experienced with a mature approach and personable manner.
· Manages customer and client relationships effectively.
· Uses relevant information technology, including Microsoft office packages.
· Some technical knowledge of small building works and emergency claims.
· To ensure that all internal/external correspondence and system updates are accurate, clear, concise and appropriate for the
intended audience.
Pay: From £27,900.00 per year
Work Location: In person
