Case Manager / Customer Service / Admin Allrounder

We're a highly respected insurance builder with our own internal restorations team, helping insurance customers restore their homes after damage.

We're committed to your growth — offering ongoing knowledge and skill development as we strive for service excellence and help build your technical expertise. We pride ourselves on our strong team culture and the support we offer our staff, and we're looking for people who want to contribute to a positive work environment while achieving outstanding results. We value diversity and believe knowledge is best when it's shared.

About the Role

Due to ongoing growth and maternity leave, we're seeking a proactive, detail-oriented Case Manager to join the restoration arm of our business.

In this role, you'll be the key liaison between insurers, insured clients, and restoration technicians — managing case documentation, reviewing and refining technicians' reports, and supporting the end-to-end administration of claims. You'll keep projects on track, documentation accurate and compliant, and all stakeholders clearly informed every step of the way.

A dedicated bookings team handles technician scheduling, so you'll be free to focus on the quality and flow of information across each case.

Key Skills & Experience

- Minimum 2 years' administration experience

- Experience in phone-based customer service

- Strong lateral thinking and problem-solving skills within a project process

- Confident liaising with customers and clients, with excellent verbal and written communication

- A positive, proactive attitude

- Intermediate computer skills, including proficiency in Microsoft Word, Excel and Outlook

- Strong time management, with the ability to juggle multiple priorities calmly and professionally

Key Responsibilities

Set up new claims in the project management system (PRIME)



and track progress from initial report through to final invoicing

Act as the primary point of contact for insurers, loss adjusters, and policyholders, providing regular updates

Collate and upload site photos, reports, and scopes of work to insurer portals

Support Restoration Technician with scheduling trades and maintaining coordination with partner Building Companies

Prepare and issue progress claims, manage variations, and ensure invoicing aligns with agreed insurer rates

What We Offer

- Competitive salary — plus overtime/penalty rates for after-hours work

- All equipment supplied — no out-of-pocket costs

- Training & career development — paid industry courses (e.g. water damage, mould restoration)

- Team culture — a robust, supportive crew that celebrates wins and shares knowledge

- Free onsite parking, working hours 8:30 - 5:00pm at the office

About You

You thrive in a fast-paced environment and bring a strong customer-first mindset. You are organised, detail-oriented, and confident managing multiple stakeholders.

You will also have:

· Previous experience in insurance building, restoration, or construction administration (highly regarded)

· Experience with project management systems e.g. Prime, Endata, or insurer portals or the ability to learn quickly

· Excellent written and verbal communication skills, including a professional phone manner

· The ability to communicate clearly and empathetically with a range of stakeholders, including distressed or vulnerable customers

· Strong attention to detail, with the ability to identify discrepancies early in scopes of work or compliance documents before they become issues.

· Proven ability to manage a high volume of active files and competing priorities

· Confidence handling a high volume of inbound and outbound calls, including supporting other teams with overflow calls when required

· Availability and flexibility to provide team coverage when required.

📌 Claims Administrator (Swan View)
🏢 Important Company of the Sector
📍 Swan View