Repairs Administrator

Repairs Administrator Location: Tyne and Wear district Salary: GBP28,000 - GBP30,000 per year Hours: 37.5 hours per week, between the hours of 8am - 6pm. Job type: Full-time, permanent (potential for flexible working) As a Repairs Administrator, you will play a key role in delivering an outstanding managed repair service for our customers and clients. You will manage incoming claims, coordinate repairs through trusted network partners, and ensure every claim is progressed efficiently and professionally within agreed SLAs and KPIs. You will be the central point of contact for policyholders, contractors, surveyors, loss adjusters, and clients, ensuring clear communication and excellent service throughout the repair journey. This is a fast-paced and varied role, ideal for someone with strong organisational skills, excellent communication abilities, and experience within insurance claims, property repairs, or customer operations. You will be part of an exciting team, where you can make a difference. Key Responsibilities

• Manage inbound calls from customers, clients, and repair teams in a professional and timely manner
• Oversee and administer incoming repair claims and allocate works to appropriate network partners
• Manage work in progress using systems
• Liaise confidently with clients, loss adjusters, surveyors, and third-party claims handlers
• Coordinate emergency repairs within agreed timescales
• Monitor claim progress to ensure all KPIs and SLAs are achieved
• Obtain estimates, reports, surveys, and supporting documentation
• Ensure customers are kept informed throughout the claims process
• Handle complaints and customer concerns professionally and efficiently
• Produce reports and estimates using Microsoft Office applications
• Manage delegated authority limits and seek approvals where required
• Complete claim closure checks and prepare files for invoicing

• Previous customer service experience within insurance claims, property repairs, or a related environment
• Excellent verbal and written communication skills
• Strong telephone manner and customer-first approach
• Ability to work effectively in a fast-moving environment with SLAs and KPIs
• Excellent organisation and prioritisation skills
• Ability to remain calm under pressure and manage multiple tasks
• Experience using Microsoft Office packages
• Strong attention to detail and accuracy in all correspondence and system updates
• Proactive, adaptable, and able to use initiative
• Positive and professional approach when handling difficult situations