Careers

Join our all-new Preferred Repair Solutions (PRS) team, leading the way in UK-wide managed property repairs

Driven by our vision to seamlessly connect homeowners, insurers and property owners to best-in-class trades, locally, regionally and nationally, our aim is to provide our clients with a digitally led, customer-focused service that ensures they deliver their business objectives.

Customer operations is at the heart of our vision, and we’re investing in a multidisciplinary Repair Manager who’s committed to supporting this vision, as well as our future growth. The role is crucial in driving customer satisfaction through the delivery of services that are not only customer-centric but also streamline costs and deliver tangible business benefits.

Help us meet our customer objectives in 2025 and beyond…

• Establish new ways of working and ensure all procedures are documented to high standards.
• Learn by doing.
• Creating exemplary customer experiences.
• Evolve our brand and proposition.
• Collaboration across customer, technology, operations, people and finance teams.

Summary

You’ll be responsible for answering all incoming calls from policyholders, clients and repair teams, within agreed SLAs.

You’ll help manage and administer all incoming claims and allocate claim workload, ensuring the most effective deployment to preferred network partners.

You’ll also be responsible for progressing the work-in-progress (WIP) using the myRestore and axis systems to ensure timely completion of claims and repairs, within agreed Key Performance Indicators (KPIs) and will liaise, both confidently and professionally, with our clients. This will include Loss Adjusters, Surveyors and third-party claims handlers.

In addition, you’ll cultivate strong working relationships with our network partners, ensuring that claims are processed to the highest standard.

Key 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 e-mails are responded to in an organised 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 the 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.
• Coordinating some emergency repair work, within specific timescales
• Working with the Operations Leader, specialist contractors and clients to obtain 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.
• Proactively monitoring your own workload and prioritising action where required.

Qualifications and skills

You 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.
• Able to manage 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.
• Has some technical knowledge of small building works and emergency claims.
• Able to ensure that all internal/external correspondence and system updates are accurate, clear, concise and appropriate for the intended audience.

Benefits

• Competitive salary, starting at £27-29k p/a.
• Full-time, permanent role with flexible working arrangements.
• Opportunities for professional development and career progression.

Our guiding principle: Diversity

We champion inclusivity, with discrimination completely absent from our ethos. We embrace all seekers of purpose, regardless of origin, colour, creed, gender or expression.

Ready to join us?

Apply now to be part of a supportive, dynamic team where your contributions are valued, and your growth is nurtured. Work with us in person at our vibrant office location.