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

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 is a highly technical role requiring 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

Claims Handling

• 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 claims 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

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 upto 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.