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Job Role:  Claims & Support Coordinator

Location:  Luton

Job Sector:  Compliance

Hours:  35 per week, Monday to Friday

As the Claims Coordinator, you will contribute to our vision of being the favourite residential property manager, by:

  • Being responsible for a portfolio of loss claims, ensuring these are actioned and completed in a timely manner
  • Being responsible with the team for keeping track of policy renewals and insurance valuation report tracking and order raising.
  • Providing a professional and efficient service to customers, internal departments, insurers, contractors, surveyors and loss adjusters

This role reports to the Claims & Support Team Leader

About You

You are an exceptional communicator and have experience of working in a busy and demanding environment.

Having Experience of working in the insurance or service sector and an understanding of the building and/or property management sector

Having a positive attitude and the intuition to work on your own initiative or in a team, means you ‘make things happen’

About Us

FirstPort is the UK’s leading residential property service provider, caring for 290,000 homes in England, Wales and Scotland, across 5,000 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,000 Resident Management Companies.

Main Responsibilities

  • Respond to purchase orders, e-mails and calls as required regarding loss claims for communal damage, or with a communal cause, in line with departmental service targets; decide whether to pursue a claim based on the insurance excess, the policy terms and insured perils.
  • Liaise and build productive relationships with customers, Property Managers, contractors, insurance brokers, surveyors and other stakeholders to ensure issues are resolved promptly and timely updates are provided to all throughout the claim journey
  • Communicate with internal teams, providing and seeking updates on a regular basis to successfully support resolution of customer queries and healthy estate finances
  • In tandem with Customer Services colleagues react quickly to major incidents, assisting in urgently making safe affected areas, keeping customers updated at all times and liaising closely with the Property Manager.
  • Ensure customers are treated fairly and receive excellent service in accordance with industry and Company guidelines
  • Provide support, help and advice to colleagues in relation to the claims process and any ongoing claims; field queries about and, where necessary, forward claims for Professional Indemnity, Public Liability and other types of insurance to FirstPort Insurance Services Limited.
  • Monitor the progress of every claim
  • Raise maintenance orders and requests for quotations with contractors in relation to insured perils on a development, pro-actively ensuring items that may be requested by the insurers later are collected along the way
  • Update internal databases accurately and clearly, saving relevant documentation within the appropriate areas
  • Administering, reviewing and effecting insurances on behalf of Clients.
  • Maintaining the Client’s insurance records in accordance with Company standards.
  • Undertake any other duties which are deemed appropriate to support the business and customer service.

Our Values

Friendly – We look out for people’s best interests, and show them we care by dealing with them in a warm and friendly manner.

Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.

Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.

Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments.

The Benefits

Our customers deserve the best and the same applies to our people.  We’ll support you with all of the technology, training and support that you need to do your job well.  We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.


We’re committed to promoting diversity at FirstPort and recruit on merit.  We will consider applications from job share applicants.

Ready to Apply?

Click the below apply button to start your application for this role.  We will ask you to upload your CV and answer a few questions.  You may also be asked to complete verbal and numerical reasoning tests online.

If you meet the criteria for the role we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.