Customer Team Leader

Courtyard by Marriott; Exeter; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading insurance firm is seeking an experienced Loss Adjuster to manage latent defect insurance claims across the UK. The role requires strong skills in construction claims, understanding of building regulations, and excellent communication abilities. As a home-based position, it offers flexibility with travel to various sites and requires strong time management skills. The ideal candidate will hold relevant qualifications and have a proven track record in claims management.

Benefits

Enhanced company pension

Individual performance bonus

Car allowance

Company mobile phone

Flexible working

Free gym membership

Qualifications

• Experience managing construction claims, ideally with latent defects insurance.
• Strong understanding of building regulations and insurance law.
• Ability to build effective relationships with stakeholders.

Responsibilities

• Undertake loss-adjusting services on assigned claims.
• Attend site visits to investigate claims.
• Liaise with professionals regarding claims strategies.

Skills

Construction claims management

Communication (verbal and written)

Time management

Attention to detail

Building regulations knowledge

Education

Bachelor’s degree

ACII/ACILA/MRICS/MCIOB/MCABE qualifications

Tools

MS Word

Excel

Outlook

Teams

Job description

Job Overview

Loss Adjuster Marley Risk Consultants Ltd are proud to be the difference in latent defect insurance, providing comprehensive services to ensure the very best results for all stakeholders. Established in 2013, we have offices in Shrewsbury, London and Cheltenham and are going through a period of growth to meet the needs of our expanding client base. We are seeking an experienced Loss Adjuster to investigate a portfolio of Latent Defect Claims on both a delegated and retained authority basis. The position would also suit an experienced Building Surveyor skilled in residential building claims/defect diagnosis/building pathology. You will be home‑based and are expected to travel to sites throughout the UK.

Job Type

Hybrid working, Full-time (Mon‑Fri)

Key Responsibilities

• Undertake loss‑adjusting services on an allocated portfolio of Latent Defect Insurance Claims, ensuring that all tasks are completed efficiently and effectively.
• Attend site visits/on‑site meetings to investigate causation and cover.
• Review reports and gather information as required to fully investigate each claim.
• Liaise with other industry professionals, such as Surveyors, Engineers, Solicitors and Insurers to discuss claims, agree investigation strategies, advise on liability and costs and make appropriate recommendations regarding policy liability and claims handling strategy.
• Manage your diary to ensure optimum use of time and resources, meeting all agreed deadlines.
• Update Claims Management Portal System to ensure all loss‑adjusting records are accurate and complete, and all data is securely stored following appropriate guidelines.
• Periodically attend team meetings at Shrewsbury head office.
• Perform other tasks as reasonably required by Senior Management.
• Participate in any internal or external training as required, including high level CII/CILA qualifications. The company will cover the cost of all training fees but reserves the right to claim back some or all the costs should you leave the company within a certain timeframe (as stipulated in your contract of employment).
• Manage inbound and outbound calls, emails and letters with insurers, policyholders, fellow professionals and industry specialists.
• Liaise with policyholders and experts to ensure accurate and timely settlement of claims.
• Identify and assist in pursuing recoveries and liaise with legal advisors.
• Ensure customers are treated fairly in line with policy terms and conditions, abiding by all relevant legal requirements, industry guidelines and company standards.
• On occasion, opportunities may arise to join other Loss Adjusters and/or Claims Handlers on site visits across the UK.
• Actively participate in team discussions to highlight issues and promote group learning.

Qualifications

• Experience in managing construction claims, including simple and complex claims. Ideally you will have experience of latent defects insurance for new builds, conversions and self‑builds. We will also consider candidates with a background in residential building surveying, building pathology, defect diagnosis, subsidence claims, general insurance building work or other related fields.
• Experience of IT systems including MS Word, Excel, Outlook and Teams. Experience of Claims Management Portal Systems, specific training on company systems will be given as required.
• Strong verbal and written communication skills.
• Strong understanding of building regulations, construction law, insurance law and their practical applications in the industry.
• Able to quickly build positive and effective relationships with internal and external stakeholders.
• Well‑organised with excellent time‑management skills.
• Excellent attention to detail and high levels of accuracy.
• Confident working independently under instruction.
• ACII/ACILA/MRICS/MCIOB/MCABE qualified. Chartered qualifications desirable; however, candidates holding lower‑level grades with the above bodies will also be considered.
• Bachelor’s degree (preferred).
• Qualifications and/or experience in either Building surveying or Building Control roles would be advantageous.
• Valid UK driving licence and willingness to travel as required. This may involve occasional overnight stays, depending on site location.

Benefits

• Enhanced company pension.
• Individual performance bonus.
• Car allowance.
• Reimbursement of work‑related expenses.
• Company mobile phone.
• Cycle to work scheme.
• Tech scheme.
• Life insurance (following successful completion of probationary period).
• Private medical insurance (following successful completion of probationary period).
• Flexible working.
• EV charging points (where available).
• Employee assistance programme.
• Free gym membership.