This is customer service when it really counts. When a customer’s home has been significantly damaged, they’re not calling about bricks and timber. They’re calling because life’s thrown them a curveball and they need clarity. You guide them step-by-step, managing a portfolio of complex claims end-to-end with structured training and coaching behind you. 

It’s meaningful work that builds real homes and real career foundations.

What you’ll be doing

• A full-time role in-office at Sippy Down
• Take ownership of claims once they are lodged and manage them through to resolution
• Manage a portfolio of large loss claims at different stages, working through structured workflow queues and daily priorities
• Be the main point of contact for customers, repairers, and assessors, keeping everyone updated and on track
• Keep detailed and accurate notes so every claim is clear and compliant
• Handle calls from customers who may be stressed, explaining what happens next and guiding the claim forward
• Manage multiple claims at once, prioritising effectively to keep work moving and quality high
• Build strong knowledge of repairs, assessments and how claims progress from start to finish

What great looks like

• Experience in Building and Contents claims is highly preferred
• Familiarity with case or portfolio management is a plus 
• Experience in administration, with high attention to detail
• Claim details and notes are accurate and complete the first time
• Able to explain decisions clearly using policy and evidence, so customers understand why
• Customers finish calls clear about what happens next
• Workload stays organised and claims keep moving without unnecessary delays
• Balance empathy with fair and consistent decision making
• Follow compliance, privacy, and risk requirements properly every time
• Stay calm and professional, even when conversations are emotional

If you can see yourself growing into this, you’ll likely love it here

Why Youi?

We’re here to make insurance more human. That means getting to know our customers properly so we can support them when it matters most. And it means supporting our people to grow, not just get through the day. Here, you’ll be trusted to own your work, while knowing support is there when you need it. You’ll see the outcomes of what you do, in real time, for real customers, and your career can be shaped around who you are.

It's work that’s a bit more you-shaped.

What you’ll get

• Weekday role with set start and finish times so you can plan life outside work
• 22 days annual leave, plus volunteer leave and yearly salary reviews
• Real pathways to grow your career, with plenty of people promoted from within
• Paid training at the start and ongoing coaching as you grow
• A team environment where people back each other and keep things real
• An award-winning reward and recognition program
• Free skin checks, flu jabs, and financial wellbeing sessions
• Discounted gym access through Fitness Passport
• Discounted Youi insurance products
• End-of-trip facilities and casual dress code

Ready?

Hit Apply now and we'll circle back.