Subsidence / Property Claims - Customer Support

Massenhove Recruitment Limited; Birmingham; Remote; GBP 26,000 - 34,000; Full time

Job summary

Massenhove Recruitment Limited is seeking a Subsidence Building Technician – Customer Support to manage subsidence claims from mitigation through to final repairs and settlement. The role emphasises customer-focused service, cross-stakeholder communication, and cost control within a desk-based team.

You will handle claims at various stages, coordinate with insurers, contractors and third parties, and produce precise reports while maintaining service levels and ensuring compliance with company

Qualifications

• Experience in subsidence or buildings insurance claims.
• Five years' extensive building or trade experience.
• Degree or qualification in building surveying.
• GCSE English grade C or equivalent.
• Strong IT skills and ability to use claims management systems.

Responsibilities

• Manage subsidence claims from mitigation to settlement.
• Coordinate investigations, repairs and contractors.
• Communicate with policyholders, contractors and insurers.
• Prepare technical reports within SLAs.
• Review contractor estimates and control costs.
• Negotiate cash settlements.
• Maintain claim records in IT systems.
• Ensure compliance with Treating Customers Fairly.

Skills

Customer service

Telephone communication

Written communication

Verbal communication

IT skills

Organisational skills

Education

Building surveying degree

Tools

Claims management software

Job description

Subsidence Building Technician – Customer Support

Location: Remote

The Opportunity

We are looking for a Subsidence Building Technician to join a growing team and play a key role in managing property subsidence claims from initial mitigation through to final repairs and settlement.

This is an excellent opportunity for someone with experience in subsidence or property insurance claims, a building professional with strong trade knowledge, or a graduate building surveyor looking to develop their career within the insurance sector.

Working as part of a desk-based subsidence team, you will manage claims through the mitigation or repair stages, coordinating investigations, repairs and contractors while maintaining control of costs and working towards effective, timely settlements.

You will work closely with customers, insurers and third-party suppliers, ensuring claims are handled professionally and efficiently, with a strong focus on customer service and achieving positive outcomes.

Key Responsibilities

• Manage subsidence claims throughout the mitigation and repair stages, progressing them efficiently towards settlement.
• Communicate effectively with policyholders, contractors and insurer clients by telephone, email and written correspondence.
• Produce accurate technical reports within agreed service level agreements (SLAs).
• Manage daily workloads and prioritise tasks to meet deadlines and performance targets.
• Coordinate vegetation removal and drainage repairs to address the causes of subsidence damage.
• Prepare and update building repair scopes using in-house schedules of rates.
• Review and assess contractor estimates, ensuring repair costs are appropriate and controlled.
• Negotiate cash settlements with policyholders for building repairs.
• Manage panel contractors, monitoring repair schedules, quality and costs.
• Settle claims within delegated authority.
• Maintain accurate and up-to-date claim records on the relevant IT systems.
• Ensure compliance with company procedures and actively promote the principle of Treating Customers Fairly.
• Maintain technical knowledge and competence, supporting the wider team and responding to requests from senior colleagues.

About You

We are keen to hear from candidates who can demonstrate relevant property, construction or insurance claims experience. You will ideally have one or more of the following:

• Previous experience handling subsidence or buildings insurance claims.
• At least five years' extensive building or trade experience.
• A degree or relevant qualification in building surveying, with an interest in developing a career in property claims.

You will also demonstrate:

• An understanding of subsidence and its impact on buildings and insurance claims.
• Knowledge or experience of managing technical building claims and the claims-handling process.
• Excellent customer service and telephone communication skills.
• Strong written and verbal communication skills, with the ability to produce clear and accurate reports.
• Good IT skills and confidence using claims management systems.
• Strong organisational skills and the ability to manage your own workload effectively.
• Excellent attention to detail, with the ability to assess problems and identify practical solutions.
• The ability to work effectively in a fast-paced, target-driven environment.
• A positive, flexible and proactive approach, with the ability to work collaboratively as part of a team.
• A minimum GCSE English grade C or equivalent.

What We're Looking For

The successful candidate will be customer-focused, technically minded and comfortable managing multiple claims at different stages of the process. You will be confident communicating with a range of stakeholders, making informed decisions and balancing customer needs with effective cost management.

You will share a commitment to delivering a professional and honest service, embracing innovation and providing helpful support to customers and colleagues.