Senior Desktop Adjuster in Sheffield

About Homeprotect

We founded Homeprotect on a simple principle – to provide protection to people underserved by the home insurance industry. Since 2002, we have combined smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK.

Role Purpose

Reporting to the Claims Operations Manager, you will play a key role in delivering fair, efficient and high‑quality claims outcomes for customers. As a Senior Desktop Adjuster you will take full ownership of a high‑value and complex caseload, managing claims from cradle to grave while delivering a seamless customer journey and making robust, evidence‑based decisions. This highly technical role requires expertise across all areas of household claims, including buildings, contents and associated perils. You will operate with a high degree of autonomy, handling claims with authority limits typically around £100,000 DA and at times exceeding this, while providing leadership, support and technical guidance across the wider adjusting team.

Key Responsibilities

• Manage a portfolio of complex and high‑value home insurance claims from notification through to final settlement.
• Investigate and validate claims by establishing cause, extent of damage/loss, and policy coverage in line with current legislation and policy terms.
• Demonstrate full proficiency in all elements of household claims, including escape of water, fire, flood, subsidence, theft and accidental damage.
• Scope works accurately and efficiently, working closely with contractors, surveyors and suppliers to determine appropriate repair strategies and costs.
• Utilise strong scoping experience to validate estimates, challenge costs and ensure best customer and business outcomes.
• Negotiate settlements and manage supplier relationships to ensure fair and proportionate claim outcomes.
• Maintain proactive communication with customers and stakeholders, ensuring clarity, transparency and high levels of satisfaction throughout the claim lifecycle.
• Ensure all claims are handled in accordance with FCA requirements, treating customers fairly and maintaining full audit compliance.

Technical Expertise & Decision Making

• Apply in‑depth knowledge of current insurance legislation, industry standards and regulatory requirements.
• Make complex liability and indemnity decisions independently, within delegated authority limits.
• Identify fraud indicators, policy breaches and risk issues, escalating where appropriate.
• Act as a technical referral point for less experienced adjusters, providing guidance on complex claims scenarios.
• Ensure consistent application of company claims philosophy and technical best practice.

Leadership & Support

• Provide day‑to‑day support to the Home Claims Team Manager in delivering team objectives and performance targets.
• Support workload allocation, ensuring efficient distribution and management of claims across the team.
• Act as a stand‑in for the Team Manager where required, supporting operational decision‑making.
• Lead by example, demonstrating professionalism, accountability and strong decision‑making.

Coaching & Development

• Provide coaching, mentoring and technical support to desktop adjusters across varying levels of experience.
• Conduct file reviews, audits and call listening (where required), delivering constructive feedback to improve quality and performance.
• Support onboarding and training of new team members, helping build capability across the team.
• Encourage continuous learning and development within the function.

Culture & Engagement

• Act as a role model for company values and guiding principles.
• Foster a collaborative, inclusive and high‑performing team culture.
• Support and positively influence change initiatives, including new processes, systems and technologies.
• Promote accountability, continuous improvement and customer‑centric behaviours across the team.

Knowledge, Skills & Experience

• Significant experience as a Desktop Adjuster (or equivalent) within the home insurance sector.
• Strong technical expertise across all household claim perils, with demonstrable experience handling complex and high‑value claims.
• Proven scoping experience, with the ability to interpret schedules, validate repair methodologies and challenge contractor costs.
• Working knowledge of current legislation, FCA regulations and industry standards relevant to insurance claims handling.
• Experience managing claims with authority limits around £100,000 +.
• Excellent negotiation, investigation and decision‑making skills.
• Strong stakeholder management and customer service capability, particularly in sensitive or complex situations.
• Ability to coach, mentor and support others, contributing to team development.
• Highly organised with the ability to manage a complex and demanding caseload.
• High levels of integrity, accountability and professionalism.

Desirable

• Industry qualifications (e.g. CII Cert/Dip or equivalent).
• Experience working with supplier networks and repair management frameworks.
• Exposure to audit, compliance or quality assurance processes.

Benefits

• Learning and Growth: We invest in your development through structured learning, mentoring, buddying, on‑the‑job experience and cross‑functional projects.
• Health and Wellbeing: Your well‑being matters here. We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support, a Wellbeing Centre with online tools and resources, regular wellbeing seminars and workshops, annual flu jabs and an annual eye care voucher.
• Financial Security and Reward: We offer an annual discretionary bonus scheme up to 30 % of your base pay, life insurance at four times your salary, and a pension with Aegon.
• Time Off: 25 days’ annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.
• Genuine Flexible Working: We trust our people to work in a way that best suits them – with flexible working to balance the needs of your role with the rhythm of your life.
• Purpose and Community: We care about more than just the work. Through our charity partnership with Refuge, the UK’s largest specialist domestic abuse charity, and regular social, wellbeing and charitable events throughout the year, there are plenty of ways to connect, give back and feel part of something bigger.

Regulatory Responsibilities

As an FCA regulated insurer, doing the right thing isn’t a compliance requirement – it’s simply how we work. All colleagues are expected to uphold the FCA Individual Conduct Rules (1–6) and act with integrity, due skill and care, openness with regulators and a genuine commitment to delivering good outcomes for our customers.

Equal Opportunity

We’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. We celebrate difference – everything that makes both our customers and our people unique.