Insurance Coordinator in London

Salary: £28,000 - £35,000 per annum

Location: Cardiff Head Office

Full Time | Permanent

Join a Growing Insurance Team at an Exciting Time

Due to significant growth within our Insurance Division and the onboarding of new clients from September, we are looking to recruit an experienced Claims Coordinator to join our expanding team. With a growing order book of domestic property insurance claims, this is an exciting opportunity to become part of a well-established business with over 40 years of success in property repair, restoration and maintenance services.

Working alongside insurers, loss adjusters, policyholders, surveyors, contracts managers and specialist suppliers, you will play a pivotal role in ensuring insurance claims are managed efficiently from first instruction through to completion. The role is aligned with the company's insurance strategy, focusing on full lifecycle claim management, customer communication, operational coordination and financial control.

About the Role

The Claims Coordinator is responsible for managing home insurance claims throughout their entire lifecycle, ensuring exceptional customer service, strong financial control and efficient project delivery. You will act as the key point of contact for policyholders, clients and operational teams, providing regular updates, coordinating repairs and ensuring claims progress smoothly through to a successful resolution.

This is an excellent opportunity for someone with previous insurance claims, repairs, housing, customer service or property restoration experience who is looking to develop a long-term career within the insurance restoration sector.

Key Responsibilities

• Claims Lifecycle Management
  • Manage insurance claims from authorisation through to completion.
  • Maintain accurate claim records, financial information and system updates.
  • Monitor claim progress to ensure service level agreements are achieved.
  • Manage accruals, invoices, interim payments and final accounts.
  • Maintain work-in-progress trackers and client systems.
• Proactive Customer Communication
  • Contact policyholders at the commencement of every claim.
  • Provide weekly updates throughout the claims lifecycle.
  • Manage customer expectations and ensure a positive customer journey.
  • Conduct customer satisfaction calls upon completion of works.
  • Handle betterment discussions professionally and sensitively.
• Operational Coordination
  • Coordinate repair works with tradespeople, specialist suppliers and Contracts Managers.
  • Arrange drying services, leak detection, trace and access, scaffold, storage and make-safe works.
  • Liaise with surveyors and operational teams to obtain updates and programme works.
  • Support desktop-managed claims and ensure timely progression of repairs.
• Issue Escalation & Financial Control
  • Chase client instructions and authorisations.
  • Request interim payments and monitor claim financial performance.
  • Manage complaints professionally and drive positive resolutions.
  • Escalate technical, operational or customer issues where necessary.
  • Ensure all claim documentation is accurate and compliant.
• Additional Responsibilities
  • Handle inbound and outbound customer calls.
  • Manage incoming emails and correspondence.
  • Obtain material selections and customer approvals.
  • Arrange certification and completion documentation.
  • Build strong working relationships with insurers, adjusters and supply chain partners.

What We're Looking For

Essential

• Previous experience in an insurance claims, claims handling, claims coordination, property repairs, housing repairs, restoration or customer service environment.
• Excellent communication and customer service skills.
• Strong organisational skills and attention to detail.
• Ability to manage multiple claims and priorities simultaneously.
• Good IT literacy including Microsoft Office.
• Professional and confident telephone manner.

Desirable

• Experience working within the insurance restoration sector.
• Knowledge of domestic property repairs and reinstatement works.
• Understanding of drying, mitigation and restoration processes.
• Experience liaising with insurers, loss adjusters or contractors.
• Experience using claims management systems.

Career Development

This role offers genuine progression opportunities within a rapidly growing department. Successful candidates will receive:

• Full training and ongoing support.
• Exposure to the full insurance claims lifecycle.
• Training in drying, restoration and property reinstatement works.
• Opportunities to undertake industry-recognised training and qualifications.
• Career progression into senior claims, surveying, operational or management roles.

Benefits

Competitive salary of £28,000 - £35,000 per annum (depending on experience).

Company pension.

28 days annual leave including bank holidays.