At a Glance
- Tasks: Manage household claims from start to finish, ensuring fair and timely decisions.
- Company: Join a supportive and growing team in the Household Claims department.
- Benefits: Enjoy up to 35 days holiday, mental health support, and flexible working options.
- Other info: Opportunities for career growth through training and social events.
- Why this job: Make a real difference in customers' lives during challenging times.
- Qualifications: 2+ years of desktop loss adjusting experience and strong communication skills.
The predicted salary is between 36000 - 40000 £ per year.
Our Household Claims department is continuing to grow, and we are looking for an experienced Desktop Loss Adjuster to join our expanding team. This is an excellent opportunity for a skilled claim professional to work in a hybrid, fast-paced and supportive environment, playing a key role in delivering great outcomes for our customers. You will act as a trusted point of contact for customers during some of their most challenging moments, guiding them through complex claims that have disrupted their lives. This role requires a balance of strong technical expertise and empathy, as you manage claims end‑to‑end, meet key performance targets, and contribute to building a strong, positive team culture.
What you will be doing:
- Manage a portfolio of household claims (including complex and high‑value cases) from first notification through to settlement and conclusion
- Interpret policy wordings, exclusions and endorsements to determine coverage and liability in line with underwriting intent
- Deliver fair, accurate and timely claim decisions, supported by clear, evidence‑based rationale
- Produce detailed Schedules of Works, ensuring repair scopes are accurate, cost‑effective and reflect the true extent of loss
- Assess cause of damage reports, schedules of works and quantum reports produced by third‑party experts (e.g. surveyors, engineers, loss adjusters and contractors)
- Draft clear, detailed technical reports outlining findings and settlement recommendations, including escalation of large or complex losses where appropriate
- Deliver a high standard of customer service, ensuring clear communication, empathy, and proactive management of customer and third‑party expectations throughout the claims journey
- Apply and maintain accurate reserves in line with company reserving philosophy
- Identify, investigate and escalate potentially fraudulent claims
- Provide technical guidance to the wider claims team
- Operate effectively in a fast‑paced environment, meeting service levels, performance targets, and maintaining strong file and portfolio management
- Maintain up‑to‑date knowledge of regulatory, legislative and industry developments, sharing insights and supporting continuous improvement
- Contribute to the development of technical guidance, training materials, and overall team capability
- Ensure adherence to best practice, company strategies and governance standards
What we’re looking for:
- A collaborative team player who thrives in a culture of openness, trust and respect
- Proven experience in household claims handling and desktop loss adjusting, with a strong understanding of both Buildings and Contents claims across all perils.
- Demonstrable experience handling claims involving contractor/building repair networks and loss adjusters
- Strong technical knowledge with the ability to manage complex cases
- Proficiency in claims case management systems
- Ability to perform effectively in a fast‑paced, high‑volume environment
- Excellent written and verbal communication skills, with the ability to engage customers confidently and demonstrate empathy
- Strong organisational skills, with the ability to prioritise workload and manage competing demands under pressure
- Analytical mindset with the ability to investigate, fact‑find, and make accurate, evidence‑based decisions
- Customer‑focused approach with the resilience and judgement to deliver fair outcomes
Essential: Minimum of 2 years’ Desktop Loss Adjusting experience
Desirable: Cert CII and/or BDMA accreditation (or working towards)
Benefits:
- A maximum of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
- 24/7 mental health support & free counselling available
- Grow with us: Through career fairs, leadership programs, and learning on the go!
- Flexible benefits, including early access to salary via our internal platform
- Hybrid working options to support work‑life balance and individual needs
- Recognition awards, social events & more
