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 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 that 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 five consecutive years. Sound good? Read on to find out more about joining our team… KEY RESPONSIBILITIES Manage end-to-end incident resolution: triage, classification, escalation, risk assessment, and timely closure of actions. During incident resolution, place special emphasis on assessing potential or actual harm caused to customers – including those with vulnerabilities – and ensure remediation actions align with Consumer Duty requirements. Lead and coordinate incident response calls, including chairing the Customer Incident Management Process committee and acting as the key escalation point. Collaborate with Risk & Compliance stakeholders on incident identification, categorisation, scoring, and mitigation strategies. Communicate the status and impact of incidents clearly to all relevant stakeholders, working in collaboration with them to resolve and close down actions. Conduct thorough root cause analysis, host post-incident reviews, and ensure implementation and tracking of post-incident remedial actions for accountable stakeholders. Develop, maintain, and continuously improve the effectiveness of the customer incident management framework, ensuring business-wide compliance with internal policies and regulatory obligations. Produce and deliver incident KPIs and reports to improve visibility of the overall incident management process. Contribute to ongoing Consumer Duty forums and reporting, ensuring KPIs that are relevant to Consumer Duty outcomes are monitored and within tolerance. Advance process automation and system improvements to streamline incident reporting, monitoring, and closure. Oversee and prioritise the customer experience (CX) improvement backlog, scoping changes and driving long-term CX enhancements. Champion high-impact change across the business, ensuring that your proposed initiatives are prioritised and delivered. Support the business in managing the operational resilience of the Customer and Marketing team by logging and overseeing key operational processes and systems to ensure continuity and minimise disruption. Requirements We would love to hear from people with the following skills and experience for this role: At least 3 years’ experience in incident or problem management within a fast-paced, regulated, or technical environment. Strong technical and analytical skills with a proven ability to lead and resolve complex, sometimes high-pressure situations and deliver the right outcomes for our business and customers. Experience with incident management technology and process automation to drive operational improvements. Expertise in root cause analysis, action tracking, and developing reporting to monitor progress and risk mitigation. Excellent stakeholder management and influencing skills, with the ability to maintain focus and accountability across internal and external stakeholders. Clear and effective communicator, comfortable presenting complex issues to a diverse range of technical and non-technical audiences. Proven facilitation skills in leading cross-functional incident calls and post-mortem reviews. Obsessive about the customer experience with a keen attention to detail. Comprehensive understanding of incident management policies, best practices, and relevant regulations (e.g., Consumer Duty). Demonstrated ability to drive and embed continual improvement initiatives. Curiosity about artificial intelligence (AI) and AI tools, with an interest in exploring and applying their potential to improve processes, enhance efficiency, and support business objectives. 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 Home insurance with Homeprotect at 50% discount for all employees and 15% for friends and family 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 choice 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 Health Care with 24-hour, 7-day access to range of doctors and counsellors Life insurance which provides cover to the value of four times your salary Annual discretionary bonus scheme (up to 20%) Pension contribution Free fruit and really good coffee for the days you come into the office and also occasional brunches to connect and bond with colleagues over food, Local and national retail discounts