Are you ready for an exciting new role?
Do you want to work for an industry leading, caring and trusted local employer, who is committed to investing in their team? In an environment where customers and staff are not just a number? Where relationships, great customer service and reward truly mean something? Within an innovative and forward thinking team, where you can work alongside everyone’s favourite colleagues – our office dogs? If so, keep reading…
“We believe in our employees; they truly define our journey. Each member of our team contributes significantly to the structure of our success. Investing time in our people is not just a choice, its a necessity, shaping an empowered workforce.”
Karen Diamond, Head of People
Current positions available
Join our Preferred Repair Solutions team and help deliver managed property repairs for some of the UK’s largest insurers and loss adjusters.
As a Repair Manager / Claims Administrator, you’ll play a key role in delivering an outstanding managed repair service for our clients and customers across the UK, managing incoming claims, coordinating repairs through our trusted partner network and ensuring every claim is progressed efficiently and professionally within agreed SLAs and KPIs.
You’ll 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.
Key responsibilities
- Managing inbound calls from customers, clients and repair teams in a professional and timely manner.
- Overseeing and administering incoming repair claims and allocating works to appropriate network partners.
- Managing work-in-progress using our bespoke systems.
- Liaising confidently with clients, loss adjusters, surveyors and third-party claims handlers.
- Coordinating emergency repairs within agreed timescales.
- Monitoring claim progress to ensure all KPIs and SLAs are achieved.
- Obtaining estimates, reports, surveys and supporting documentation.
- Ensuring customers are kept informed throughout their claim journey.
- Handling complaints and customer concerns professionally and efficiently.
- Producing reports and estimates using Microsoft Office applications.
- Managing delegated authority limits and seeking approvals where required.
- Completing claim closure checks and preparing files for invoicing.
Skills and experience
Essential
- 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.
Benefits
- Salary up to £30k dependent on experience.
- Full-time, permanent role at our head office in Newcastle-upon-Tyne, with hybrid working available.
- Opportunities for professional development and career progression.
- Dynamic customer operations team backed by our core values of Trust, Care and Respect.
Ready to join us?
Preferred is a modern, inclusive workplace where everyone is valued and discrimination has no place.
Apply now, we’d love to hear from you.
Join our growing, forward-thinking team with a strong reputation in the home emergency and property services sector.
In this relationship-focused role, you’ll be responsible for developing, managing and retaining long-term strategic client partnerships.
The role will focus on key client management, customer engagement, service delivery oversight and ensuring preferred consistently delivers a high-quality client experience aligned to contractual expectations and business objectives.
Working closely with operational teams and senior stakeholders, the successful candidate will act as the primary point of contact for key clients, building trusted relationships, identifying opportunities for growth and ensuring excellent communication, collaboration and client satisfaction.
The role will also support revenue retention and growth through effective account management, customer insight and the identification of additional service opportunities across the preferred group.
Job scope
The role will operate across all operational areas of the business, acting as a key interface between preferred, its clients and internal stakeholders.
The Client Account Manager will be responsible for developing existing client relationships while identifying and securing new business opportunities across multiple sectors including:
- Insurance Companies.
- Social and Private Landlords.
- Utility Companies.
- Brokers.
- Third Party Administrators (TPAs).
- Managing General Agents (MGAs).
- Corporate Clients.
Key responsibilities
- Develop and maintain strategic key account plans to support long-term client growth and retention.
- Deliver and grow budgeted revenue targets across allocated client accounts.
- Conduct regular client reviews, feedback sessions and customer satisfaction surveys.
- Work collaboratively with operational and support teams to ensure contractual SLA and KPI delivery.
- Support continuous improvement initiatives to enhance customer experience and operational performance.
- Travel nationally to attend client meetings, industry events and operational reviews where required.
- Prepare and deliver professional client presentations, performance updates and business reviews.
- Create and distribute monthly client insight reports, highlighting performance trends, service delivery metrics, customer feedback and improvement opportunities.
- Identify, develop and manage both new and existing client accounts.
- Build and maintain strong strategic relationships with key stakeholders across the client base.
- Deliver against agreed revenue targets, activity targets and business development objectives.
- Create and implement account development plans and regional growth strategies.
- Identify new business opportunities through market engagement, lead generation, networking and industry intelligence.
- Support the ongoing growth of existing accounts through cross-selling and upselling opportunities.
- Understand client businesses, operational challenges and strategic objectives to develop tailored service solutions.
- Facilitate a smooth transition and handover process into operational delivery teams while maintaining overall account ownership.
- Develop and maintain proactive communication strategies with clients through meetings, reporting, workshops, presentations and management information.
- Manage client expectations and service delivery standards while ensuring issues and escalations are resolved effectively.
- Work collaboratively with operational managers and department heads to ensure consistent service delivery and client satisfaction.
- Act as the primary interface between the client and preferred.
- Support tender submissions, presentations, proposals and new business opportunities in conjunction with the wider commercial and marketing teams.
- Represent preferred professionally within the market and help strengthen brand reputation and market presence.
- Deliver presentations, seminars and networking activities to promote preferred’s services and capabilities.
Functional knowledge and skills
- Strong understanding of account management and business development principles.
- Experience delivering against budgeted revenue and growth targets.
- Ability to identify and maximise cross-selling opportunities.
- Strong operational awareness with the ability to align client requirements to operational delivery.
- Excellent stakeholder management and relationship-building skills.
- Strong communication, negotiation and presentation abilities.
- Commercially focused with strong problem-solving skills.
- Ability to manage multiple priorities and work effectively across departments.
- Strong understanding of customer service and client retention strategies.
Experience and qualifications
- Previous experience in a client account management, business development, or commercial role.
- Experience working within insurance, home emergency, property services, utilities, or related sectors is desirable.
- Strong understanding of operational service delivery environments.
- Proven ability to build and maintain long-term client relationships.
- Experience preparing proposals, tenders and client presentations.
- Professional sales or account management experience.
- Strong people and stakeholder management skills.
- Professional qualifications such as ACII, CILA, MBA or progression towards are advantageous but not essential.
Personal attributes
- Professional and confident communicator.
- Self-motivated and commercially driven.
- Customer-focused with strong relationship-building abilities.
- Organised with excellent attention to detail.
- Positive, collaborative and solutions-oriented approach.
- Ability to work independently and as part of a wider team.
Benefits
- Salary £45-£50k dependent on experience.
- Car allowance £5k.
- Holiday 20 days plus bank holidays.
- 10% discretionary bonus scheme.
- Full-time, permanent role at our head office in Newcastle-upon-Tyne, with hybrid working available.
Ready to join us?
Preferred is a modern, inclusive workplace where everyone is valued and discrimination has no place.
Apply now, we’d love to hear from you.
Ready to apply?
Apply now to be part of a supportive, dynamic team where your contributions are valued and your growth is nurtured.
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