Claims Account Manager

Rightmove; North East; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading property services company is seeking a Claims Account Manager in Newcastle to oversee insurance claims, supporting agents and ensuring compliance with regulations. The ideal candidate has experience in insurance claims management and strong communication skills. The role offers a hybrid working model, competitive compensation, and a range of employee benefits, including private medical insurance and a contributory pension.

Benefits

Competitive compensation package

Private Medical Insurance

Pension and Life Insurance

27 days holiday plus two volunteering days

Hybrid working pattern

Travel Loan

Access to discounts on travel and entertainment

Qualifications

• Proven experience in insurance claims management, ideally within property or landlord/tenant services.
• A strong understanding of FCA regulations, Consumer Duty, and product governance.
• Excellent communication and stakeholder management skills.

Responsibilities

• Serve as the central point of expertise for insurance claims.
• Support agents through their claims journey.
• Track complex claims and complaints to ensure smooth service.
• Maintain and update the central claims log.
• Deliver training sessions to internal and external stakeholders.

Skills

Insurance claims management

Understanding of FCA regulations

Communication skills

Problem-solving skills

Job description

Overview

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Claims Account Manager

Location: Newcastle office / Hybrid (our office days are Tuesday and Wednesday, with the rest being work from home)

Division: Rightmove Landlord and Tenant Services (RLTS)

Department: RLTS- Insurance

Responsibilities

• As Claims Account Manager you will be the central point of expertise for insurance claims across Rightmove Landlord and Tenant Services (RLTS), ensuring high-quality service delivery, regulatory compliance, and strategic alignment with our insurance partners. This role is critical in maintaining trust with agents, improving claims service and keeping track of claims outcomes to support the growth and retention of our insurance products.
• Supporting agents through their claims journey, including facilitating communications, insurer liaison, and internal reporting
• Tracking complex claims and complaints and liaising with our 3rd party provider to ensure smooth service, including those involving legal disputes, missing documentation, or subletting issues
• Supporting policyholders and tenants through neutral mediation to encourage resolution of disputes promoting a smoother overall claims journey
• Maintaining and updating the central claims log, tracking resolution status, and monitoring customer outcomes, agent impact, and service quality
• Serving as the internal and external specialist for insurance-related queries, supporting internal teams and agents with accurate, timely advice
• Contributing to our ongoing relationships with insurance suppliers, ensuring updates are delivered promptly and service standards are upheld
• Collaborating with our Marketing team to produce claims-related collateral and with our Compliance team to ensure policy wording and documentation are accurate and up to date
• Delivering training sessions to internal and external stakeholders to ensure product knowledge is current and compliant
• Maintaining a document of 'frequently asked questions' to improve internal efficiency
• Supporting with fair value assessments and product governance activities, ensuring alignment with FCA requirements and Consumer Duty obligations
• Participating in weekly complaints check-ins and escalating unresolved issues appropriately
• Providing regular reporting on claims performance, trends, and service gaps to inform strategic decisions
• Supporting forecasting by providing claims data insights to revenue owners
• Owning and updating the Policy Documents folder and ensuring all changes are reflected in client-facing materials and internal systems
• Overseeing the 'free eviction service' offered to selected partners and providing support to our legal services provider where required
• Staying informed on industry developments and emerging trends and sharing findings with relevant stakeholder

What you'll bring to the role

• Proven experience in insurance claims management, ideally within property or landlord/tenant services
• A strong understanding of FCA regulations, Consumer Duty, and product governance
• Excellent communication and stakeholder management skills
• An ability to interpret and apply policy wording and eligibility criteria effectively
• Conflict resolution and problem-solving skills (previous mediation experience advantageous but not essential).
• Experience with training delivery and knowledge documentation

What’s in it for you

• Competitive compensation package
• Cash plan for dental, optical, and physio treatments
• Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan
• 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes
• Hybrid working pattern with 2 days in the office
• Contributory stakeholder pension
• Life assurance at 4x your basic salary to a spouse, family member other nominated person in your life
• Paid leave for maternity, paternity, adoption, and fertility
• Travel Loan, Bike to Work scheme, Rental Deposit Loan
• Charitable contributions through Payroll Giving and donation matching
• Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts, and move

About Rightmove

Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyonethe best place to turn to and return to for access to the tools,expertise, trust,and belief to make it happen.We\'rehome to the UK's largest choice of properties and are thego-to destinationfor millions of people planning their next move, reading thelatestindustry news, or just browsingwhat'son the market.Despite this growth,we'veremaineda friendly, supportive place to work with employee #1 still working here!

We\'vedone thisbyplacingthe RightmoveHow'sat the heart of everything we do. These are the essential values that reflectourcultureand include:

• Wecreatevalue...by delivering results and building trust with partners and consumers
• Wethinkbigger...by acting with curiosity and setting bold aspirations
• Wecaredeeply...by being real, having fun, and valuing diversity
• Wemovetogether...by being one team - internally collaborative, externally competitive
• Wemakea difference...by focusing on delivering measurable impact

We believe in careers that open doors and help our team develop by providing an open and inclusive workenvironment, offering ongoing training opportunities, andsupporting charity fundraising events. And with 88% of Rightmovers sayingwe're a greatplaceto work,we'reclearly doingsomething right!If all of this has caught your eye, you may well be a Rightmover in the making!

As an Equal Opportunity Employer, Rightmove will never discriminate based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy/maternity or sexual orientation.
At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success., We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.