Job Description

The Claims Administrator plays a key role in managing the end-to-end administration of insurance claims, ensuring clear, accurate, and timely communication between all parties involved. This role combines customer service, administrative support, and claims coordination, working closely with insurers, property owners, subcontractors, and tradespeople. The successful candidate will also be responsible for invoice processing, data entry, reporting, and maintaining accurate records using LOOP software.

Key Responsibilities

Maintain clear and professional communication via phone, email, and insurer online portals.
Provide empathetic and responsive customer service to property owners throughout the claims process.
Keep insurers, property owners, subcontractors, and trades informed with regular updates on claim and restoration progress.
Respond confidently and accurately to enquiries from property owners, claims officers, loss adjusters, assessors, and internal teams.
Escalate complex or exceptional issues to the Team Lead or Line Manager when necessary.
Monitor call volumes and respond efficiently during peak periods.
Apply sound judgment and problem-solving skills to resolve claim-related issues.
Manage multiple claims and job updates simultaneously while maintaining accuracy.
Assist with preparing and processing invoices for completed restoration works.
Process and update contractor and supplier invoices in LOOP software.
Prepare and submit KPI reports to insurers as required.
Follow up with subcontractors and trades to ensure timely completion of works.
Maintain accurate job records, updates, and reports.
Promote ARC Projects professionally in all interactions with clients, insurers, subcontractors, and suppliers.
Foster effective communication and collaboration among all parties involved in restoration projects.
Maintain a high standard of customer service and teamwork across internal and external stakeholders.
Perform other duties as assigned by the Line Manager.

Qualifications

Minimum of 2–3 years of BPO experience.
Proven experience in a customer service, claims administration, or administrative role, preferably within the building insurance, restoration, or construction industry.
Excellent verbal and written communication skills.
Strong customer service skills with the ability to demonstrate empathy and professionalism.
Confident and professional telephone manner.
Strong problem-solving, critical thinking, and decision-making skills.
Excellent organizational skills with the ability to manage multiple tasks and priorities.
High level of accuracy in data entry, reporting, and administrative tasks.
Experience using LOOP or similar project management software is an advantage.
Ability to work collaboratively in a fast-paced team environment.