Claims Administrator

Job Role - Repairs Manager/Claims Administrator
Salary - GBP28,000 to GBP30,000
Location - Tyne and Wear district
As a Repair Manager/Claims Administrator, you will play a key role in delivering an outstanding managed repair service for our customers and clients. You will manage incoming claims, coordinate repairs through trusted network partners, and ensure every claim is progressed efficiently and professionally within agreed SLAs and KPIs.
You will be the central point of contact for policyholders, contractors, surveyors, loss adjusters, and clients, ensuring clear communication and excellent service throughout the repair journey.
This is a fast-paced and varied role, ideal for someone with strong organisational skills, excellent communication abilities, and experience within insurance claims, property repairs, or customer operations.
You will be part of and exciting team, where you can make a difference
This is a 37.5 hour working week, between the hours of 8am and 6pm
Parking on site

Key Responsibilities
Manage inbound calls from customers, clients, and repair teams in a professional and timely manner
Oversee and administer incoming repair claims and allocate works to appropriate network partners
Manage work in progress using systems
Liaise confidently with clients, loss adjusters, surveyors, and third-party claims handlers
Coordinate emergency repairs within agreed timescales
Monitor claim progress to ensure all KPIs and SLAs are achieved
Obtain estimates, reports, surveys, and supporting documentation
Ensure customers are kept informed throughout the claims process
Handle complaints and customer concerns professionally and efficiently
Produce reports and estimates using Microsoft Office applications
Manage delegated authority limits and seek approvals where required
Complete claim closure checks and prepare files for invoicing

Essential Skills & Experience
Previous customer service experience within insurance claims, property repairs, or a related environment
Excellent verbal and written communication skills
Strong telephone manner and customer-first approach
Ability to work effectively in a fast-moving environment with SLAs and KPIs
Excellent organisation and prioritisation skills
Ability to remain calm under pressure and manage multiple tasks
Experience using Microsoft Office packages
Strong attention to detail and accuracy in all correspondence and system updates
Proactive, adaptable, and able to use initiative
Positive and professional approach when handling difficult situations
Desirable
Experience using job management or claims management systems
Knowledge of household insurance claims
Understanding of small building works and emergency repairs

You could have the exciting chance to work for a leading industry leader:
Be part of a growing and innovative business
Help shape new ways of working within a modern customer operations team
Work collaboratively across Customer, Technology, Operations, Finance, and People teams
Opportunity to develop your skills and grow with the business
Join a company committed to delivering exceptional customer experiences
If you are passionate about customer service, operational excellence, and delivering repairs the right way, please call me today