Claims Account Manager
Location: Newcastle office / Hybrid (our office days are Tuesday and Wednesday, with the rest being work from home)
Division: Rightmove Landlord and Tenant Services (RLTS)
Department: RLTS - Insurance
The R ole:
As Claims Account Manager you will be the central point of expertise for insurance claims across R ightmove L andlord and Tenant Services (RL TS ), ensuring high-quality service delivery, regulatory compliance, and strategic alignment with our insurance partners. This role is critical in maintaining trust with agents, improving claims service and keep ing track of claims outcomes to support the growth and retention of our insurance products.
What you'll be doing:
* Supporting agents through their claims journey, including facilitating communications, insurer liaison, and internal reporting
* Tracking complex claims and complaints and liaising with our 3 rd party provider to ensure smooth service, including those involving legal disputes, missing documentation, or subletting issues
* Support ing policyholders and tenants through neutral mediation to encourage resolution of disputes promoting a smoother overall claims journey
* Maintain ing and updat ing the central claims log, tracking resolution status, and monitoring customer outcomes, agent impact, and service quality
* Serv ing as the internal and external specialist for insurance-related queries, supporting internal teams and agents with accurate, timely advice
* Contribut ing to our ongoing relationships with insurance suppliers, ensuring updates are delivered promptly and service standards are upheld
* Collaborat ing with our M arketing team to produce claims-related collateral and with our C ompliance team to ensure policy wording and documentation are accurate and up to date
* Delive ring training sessions to internal and external stakeholders to ensure product knowledge is current and compliant
* Maintain ing a document of ' frequently asked questions' to improve internal efficiency
* Support ing with fair value assessments and product governance activities, ensuring alignment with FCA requirements and Consumer Duty obligations
* Participat ing in weekly complaints check-ins and escalat ing unresolved issues appropriately
* Provid ing regular reporting on claims performance, trends, and service gaps to inform strategic decisions
* Support ing forecasting by providing claims data insights to revenue owners
* Own ing and updat ing the Policy Documents folder and ensur ing all changes are reflected in client-facing materials and internal systems
* Oversee ing the 'free eviction service' offered to selected partners and provid ing support to our legal services provider where required
Staying informed on industry developments and emerging trends and sharing findings with relevant stakeholder
We're looking for someone who has :
* P roven experience in insurance claims management, ideally within property or landlord/tenant services
* A s trong understanding of FCA regulations, Consumer Duty, and product governance
* Excellent communication and stakeholder management skills
* A n a bility to interpret and apply policy wording and eligibility criteria effectively
* Conflict resolution and problem - solving skills ( previous mediation experience advantageous but not essential) .
Experience with training delivery and knowledge documentation
What you'll bring to the role:
* A strategic mindset with a proactive approach to improving service delivery
* Confidence in navigating complex claims scenarios and resolving disputes effectively
A collaborative spirit, enabling you to work seamlessly across multiple teams
Please note, this role is an FCA-regulated role and as such the successful candidate will be required to undergo a DBS and credit check prior to offer.
What's in it for you:
People are the foundation of Rightmove – we'll help you build a career on it.
* Competitive compensation package
* Cash plan for dental, optical, and physio treatments
* Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan
* 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes
* Hybrid working pattern with 2 days in the office
* Contributory stakeholder pension
* Life assurance at 4x your basic salary to a spouse, family member other nominated person in your life
* Paid leave for maternity, paternity, adoption, and fertility
* Travel Loan, Bike to Work scheme, Rental Deposit Loan
* Charitable contributions through Payroll Giving and donation matching
Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts, and move
About Rightmove
Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust, and belief to make it happen. We're home to the UK's largest choice of properties and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what's on the market. Despite this growth, we've remained a friendly, supportive place to work with employee #1 still working here
We've done this by placing the Rightmove How's at the heart of everything we do. These are the essential values that reflect our culture and include:
* We create value …by delivering results and building trust with partners and consumers
* We think bigger …by acting with curiosity and setting bold aspirations
* We care deeply …by being real, having fun, and valuing diversity
* We move together …by being one team - internally collaborative, externally competitive
* We make a difference …by focusing on delivering measurable impact
We believe in careers that open doors and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events. And with 88% of Rightmovers saying we're a great place to work, we're clearly doing something right If all of this has caught your eye, you may well be a Rightmover in the making
As an Equal Opportunity Employer, Rightmove will never discriminate based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy/maternity or sexual orientation.
At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success., We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.