Claims Manager (Fire and Flood)

Job Title: Property Claims Manager - Fire & Flood DamageLocation: Hybrid (Buckinghamshire - 3 days office, 2 days remote)Salary:£33,000-£40,000 DOEWorking Hours: Monday to Friday

We are seeking an experienced and proactive Property Claims Manager to lead a team of claims technicians specialising in fire and flood damage restoration. This role is pivotal in ensuring the smooth running of property-related claims operations, maintaining high service standards, and ensuring that claims are resolved efficiently, cost-effectively, and in line with industry regulations.

The successful candidate will have a deep understanding of property damage claims, including mitigation, restoration, and reinstatement processes. They will be an experienced team leader with strong operational oversight, performance management capabilities, and a customer-centric approach.

• Manage a team handling complex property damage claims arising from fire, flood, escape of water, storm, and other major perils.

• Oversee claims from first notification through to resolution, ensuring accurate assessment, prompt instruction of suppliers, and appropriate policy application.

• Ensure correct triage of claims based on severity, property type, and customer vulnerability.

• Lead the day-to-day activities of the claims team, ensuring workloads are effectively distributed and SLAs are consistently met.

• Monitor case volumes, team capacity, and performance metrics to ensure efficient claims progression.

• Proactively manage claim costs, mitigate leakage, and monitor supplier spend.

• Ensure reserve accuracy and regularly review Work in Progress (WIP) to identify and resolve blockages or delays.

• Liaise with contractors, surveyors, and restoration specialists to ensure value for money and compliance with scopes of work.

• Drive high standards of customer service for policyholders during often stressful property damage events.

• Support the resolution of escalated complaints and complex queries with empathy and professionalism.

• Ensure vulnerable customers receive additional care and support through tailored communication and resolution plans.

• Identify gaps or inefficiencies in the claims process and implement improvements.

• Collaborate with supply chain, underwriting, and operational teams to enhance the end-to-end customer journey.

• Ensure that all claims handling activities comply with FCA regulations, company policies, and industry standards.

• Maintain robust file audit and quality assurance procedures to safeguard compliance and data integrity.

• Conduct regular one-to-one meetings, performance reviews, and coaching sessions to develop team capability.

• Provide technical training on fire, flood, and property claims handling, loss mitigation, and policy interpretation.

• Build a culture of accountability, growth, and continuous learning within the team.

• Delivery of service within agreed SLAs and KPIs, with minimal leakage and complaints.

• Effective management of team performance, ensuring high quality of claim files and adherence to technical standards.

• Improvement in claim cycle times and customer satisfaction scores.

• Active contribution to departmental initiatives and operational change projects.

Essential Skills & Experience:

• Extensive experience in handling or managing property damage claims, specifically fire and flood restoration.

• Strong knowledge of building structures, drying techniques, restoration protocols, and supply chain coordination.

• Proven leadership and people management skills, ideally in an insurance or loss adjusting environment.

• Excellent communication and stakeholder engagement abilities.

• Strong analytical and organisational skills with attention to detail.

• Proficient in interpreting insurance policy wordings and understanding indemnity principles.

Qualifications:

• CII Certificate in Insurance (essential); Diploma or progression towards ACII (desirable).

• Technical training or certification in property/building claims or restoration techniques is an advantage.

Benefits:

• Hybrid working model (3 days office / 2 days home)

• Supportive, team-focused working environment

• Training and development opportunities

• Pension scheme and other company benefits