Operations Manager

Homeprotect Home Insurance; Sheffield; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A home insurance provider in Sheffield is seeking an operational manager to lead a team responsible for household claims handling. The role requires a proven track record in team leadership, strong communication skills, and an analytical approach to improve processes. The company fosters a supportive culture with hybrid working options and comprehensive benefits, offering the opportunity to develop professionally while making a significant impact in the insurance sector.

Benefits

Flexible working hours

50% discount on home insurance

In-house wellbeing program

Training and development opportunities

25 days holiday plus bank holidays

Private medical cover

Annual discretionary bonus scheme

Free fruit and good coffee

Qualifications

• Experience in operational management including insurance claims handling.
• Proven track record of effective team leadership.
• Knowledge of household insurance policies, coverage, and claims procedures.

Responsibilities

• Provide effective leadership to managers and claims handlers.
• Monitor team performance and provide regular feedback.
• Drive operational performance and process improvement.

Skills

Operational management

Team leadership

Problem-solving

Stakeholder management

Analytical mindset

Job description

Hybrid role – with a requirement for at least 1 day per week in our office in Sheffield.

About Homeprotect

We founded Homeprotect on a simple principle – to provide protection to people underserved by the home insurance industry.

We’re experts at insuring people who want to build or buy a unique property, renovate, rent a home or leave it unoccupied. We can cover people who travel a lot, run a business from home or even collect rare treasures. We protect people who love living in a listed building, having a view of a river or sunbathing on a flat roof.

We can do this because our smart tech enables our customers to get an instant, online quote to cover a huge range of complex needs and our UK customer support teams are on hand to provide information and support when only a real person will do.

Our insurance has already empowered hundreds of thousands of people to protect their homes and the things they love. But we’re not content with being the leading provider of what’s called ‘non‑standard' insurance. We believe there’s no such thing as ‘standard'. We’re all unique and we all deserve home insurance designed with our individual needs in mind – something our combination of real people and smart tech enables us to do.

Our simple promise? Whoever you are and wherever you live, with Homeprotect we’ve got you covered.

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, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love.

Working in a fast‑paced environment where change happens regularly is how we do things. But we also recognise that you’ll do your best work when you have the right balance, and that’s why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours for them. We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day‑to‑day, our teams have the freedom to decide where to work and we trust they’ll make the right decision balancing the business needs and their own preferences.

Most companies think their culture is great, however at Homeprotect, we have the proof to back this up. We have been recognised externally as a Great Place to Work for the last six consecutive years.

Sound good? Read on to find out more about joining our team...

Key Responsibilities

• Provide effective leadership, guidance and support to a team of managers and household claims handlers
• Set clear performance expectations across the operation, and where necessary individual goals for team members
• Monitor team performance and provide regular feedback, recognition, and constructive evaluations
• Drive operational performance, governance and process improvement
• Identify training and development needs to enhance team skills and knowledge across the operation
• Oversee the household claims process, from initiation to resolution
• Review claims and provide guidance to team members on appropriate handling strategies
• Ensure accurate and efficient claims processing while maintaining a high level of customer satisfaction
• Collaborate with other departments, such as underwriting, customer service, customer experience, and wider claims teams to facilitate seamless claims processing
• Establish and maintain quality standards for claims handling, ensuring adherence to company policies and industry regulations
• Work in collaboration with the Claims Technical and Assurance teams to ensure team accuracy, consistency, and compliance is achieved
• Implement corrective actions and process improvement based on audit findings to enhance overall team and individual performance
• Track team performance metrics, analyse trends, and identify areas for improvement
• Develop and implement strategies to optimise team efficiency, productivity, and effectiveness
• Address performance issues promptly and ensure team managers address through coaching, training, or appropriate disciplinary actions
• Maintain a customer‑centric approach, focusing on delivering exceptional service to policyholders
• Handle escalated customer inquiries or complaints, resolving issues in a timely and satisfactory manner
• Work collaboratively to identify opportunities to enhance the customer claims experience
• Prepare and present regular reports on team performance, claim trends, and operational metrics to senior management
• Use data‑driven insights to make informed decisions and drive process improvements
• Foster a positive work environment that promotes teamwork, collaboration, and open communication
• Support the professional growth of team members through training, mentoring, and career development opportunities
• Develop forecasting analysis, working with resource planners to identify staffing needs and ensure required staffing is in place

Requirements

• Experience in operational management including insurance claims handling
• Proven track record of effective team leadership
• Knowledge of household insurance policies, coverage, and claims procedures
• Excellent communication and interpersonal skills
• Strong stakeholder management skills
• Analytical mindset with the ability to interpret data and make informed decisions
• Problem‑solving skills with the capability to handle complex and sensitive situations
• Demonstrated ability to manage time, prioritise tasks, and meet deadlines
• Leadership qualities, including the ability to motivate, coach and develop team members
• Familiarity with regulatory requirements related to insurance claims processing
• A genuine focus on improving service delivery and claims outcomes

Benefits

We think we have a fantastic company culture and welcome new team members with open arms. We also offer a great range of benefits, including:

• A genuinely flexible approach to work. We are really supportive of you flexing your hours and location to help you keep everything in your life in balance
• Opportunities to focus on your professional growth whether that’s through training or other personal development opportunities – we want you to build your long‑term career with us
• Discount of 50% when you choose to take out a home insurance policy with us
• An in‑house wellbeing programme including seminars and workshops from wellbeing coaches and professionals
• Home working starter kit and money to spend on additional equipment you may need
• Charitable giving scheme, so you can donate to our partner charity, or one of your choices
• The opportunity to work alongside brilliant people, because this isn’t something that every organisation can offer!

On top of that, we also offer all the standard stuff, like:

• 25 days’ holiday (plus bank holidays) and the ability to buy and sell >5 days annually
• Private medical cover for all employees
• Financial Advice with Octopus Money
• Life insurance
• Annual discretionary bonus scheme
• Pension contribution
• Free fruit and really good coffee for the days you come into the office
• Local and national retail discounts

Have we captured your imagination? If so, we’d love to hear from you!

Unique As Standard

We’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds, as long as you meet the knowledge, skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment – no matter your gender, age, ethnicity, sexual orientation, religion, disabilities or beliefs. We believe in celebrating difference, and everything that makes both our customers and people unique, by creating an environment where everyone can thrive.

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

Equally, lots of our staff at Homeprotect work flexibly and in a variety of ways, whether that’s different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need, as we’re always happy to explore what’s possible for the role.

Your data will be maintained in line with our ‘recruitment data privacy policy’ found here.