Technical Team Manager (Home Claims)

ABOUT HOMEPROTECT 

Cover for Almost every Home

We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry. Since 2002, we've been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK, and we're just getting started.

If you're someone who loves solving interesting problems, taking ownership and working with a team that aims high, speaks up and lifts each other, Homeprotect is a place where you can do meaningful work, grow your career and make a real difference for our customers.

What It's Like to Work Here

Our customers come from all walks of life and so do our people. We're a small but perfectly formed team of insurance specialists, technologists, data scientists and customer champions - all bringing individual expertise, an appetite for innovation and a shared ambition to protect the homes and things people love.

We work at pace, but we trust our people to work in a way that brings out their best. You'll collaborate closely across teams, have real ownership from day one and see the impact you have first-hand with flexible working to help you balance the needs of your role with the rhythm of your life.

We've been recognised as a Great Place to Work UK for seven consecutive years - most recently ranked 29th nationally, jumping 71 places in a single year.

ROLE PURPOSE

As our Technical Claims Team Manager, you’ll lead the team that handles our highest value and most complex property claims, often when a customer’s home has been badly damaged and they need us most. You’ll be the technical expert the wider claims department turns to, making sound decisions and making sure every customer gets a fair, clear, and caring outcome. You’ll also help shape how we handle claims across the business by spotting risks and trends and turning them into improvements.

KEY RESPONSIBILITIES

• Lead, develop, and look after the Technical Claims team. Set clear objectives, hold monthly one-to-ones and quarterly reviews, identify training needs, and lead on recruitment, onboarding, absence management, and wellbeing.

• Manage your own caseload of our highest value and most complex property claims, owning the customer journey from first notification through to settlement.

• Make sound decisions on liability, cover, and claim value within your delegated authority, escalating when needed and supporting your team to do the same.

• Plan workflow and resource so claims reach the right people and service levels are met. Own the process for identifying high value and complex claims, and make transfers between Technical Claims and other teams seamless for customers.

• Make sure reserves across your own and the team’s caseload are accurate, and are set and reviewed in line with our claims guidelines.

• Build strong relationships with supply chain partners, monitoring their performance and working together on best practice to deliver good claims outcomes.

• Make sure every customer, including those in vulnerable circumstances, gets exceptional service delivered with confidence, clarity, and empathy, and that claims handling meets Consumer Duty outcomes and our regulatory obligations.

• Act as an escalation point for complaints, including cases referred to the Financial Ombudsman Service (FOS), and as the go-to technical referral point for the wider claims department, giving coaching and feedback where it helps.

• Track quality and performance through file reviews, quality checks, and key performance indicators (KPIs), giving consistent feedback and recognition, and sharing insight with the Claims Operations Manager and other stakeholders.

• Help shape and deliver our claims philosophy by representing Technical Claims in improvement work and sharing insight on risks, trends, and opportunities with the Head of Technical Claims Outcomes and the wider business.

KNOWLEDGE, SKILLS & EXPERIENCE

Essential

• Proven experience handling property claims over £100,000 from notification through to settlement

• Experience leading or managing a home claims team, including workflow and resource planning

• Experience in people management and performance management, including KPIs, recruitment, coaching, and absence management

• Experience handling complaints, including Financial Ombudsman Service (FOS) referrals

• In-depth knowledge of good practice in the property claims industry

• In-depth knowledge of building construction practices

• Knowledge of UK insurance law and regulation, such as the Insurance Conduct of Business Sourcebook (ICOBS) and Consumer Duty

• Experience supporting customers in vulnerable circumstances

• Excellent communication skills, with the ability to explain complex topics in simple language

• Excellent customer service skills

• Attention to detail, plus strong analytical and problem-solving skills

• Strong negotiation, questioning, and decision-making skills

• A focus on good customer outcomes, balanced with commercial awareness

• The ability to lead a team and work autonomously

• A continuous improvement mindset

Desirable

• Working knowledge of damage mitigation and restoration practices

• Chartered Insurance Institute (CII) and British Damage Management Association (BDMA) qualifications, or equivalent

BENEFITS

We want you to feel rewarded, supported and set up to thrive throughout your career with us.

Learning and Growth: We invest in your development through structured learning, mentoring, buddying, on-the-job experience and cross-functional projects. We support role-relevant professional qualifications where they'll make the biggest difference, and our Lunch and Learn sessions to help you stay connected to what’s going on right across the business.

Health and Wellbeing: Your wellbeing matters here. We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support for you, 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. You'll also receive a significant discount on Homeprotect home insurance - with a friends and family discount too, and a staff referral bonus when someone you recommend joins the team.

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. We ask that everyone comes into the office at least once a week, as we believe in-person connection is important for collaboration, culture and building great relationships. You'll receive a homeworking starter kit from day one and can claim towards additional home office equipment within your first six months.

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.

UNIQUE AS STANDARD

We're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. We believe in celebrating difference - everything that makes both our customers and our people unique. We consider visa sponsorship on a case by case basis for the right candidate, so please don't let that stop you from applying.

We encourage you to let us know if you need any extra help with your application or have any requirements at any stage of the recruitment journey, we want the process to work for you.

Your data will be maintained in line with our recruitment data privacy policy.

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.

You'll work within approved processes and authority limits, keep accurate and auditable records, protect data under UK GDPR and our information security policies, escalate risks and exceptions promptly, report incidents, breaches and any financial crime or sanctions concerns (including via whistleblowing), support vulnerable customers with reasonable adjustments, and complete all mandatory training to maintain competence.

If the role falls within SM&CR, a supplementary document outlining the key regulatory responsibilities will be provided.