The posting
Disaster Care Capital
Fully remote — UK business hours
Full-time, Monday to Friday 8:00 AM - 5:00 PM
Progression: Clear route to Team Lead / Supervisor for the right person
About us
Disaster Care Capital is a fire and flood restoration company with over 15 years' trading, based in London
The role
You'll own a live caseload of restoration jobs end to end — first contact, through the work, to invoicing and close.
Much of the job is holding the systems together. Every case touches our project management system, our CRM, client portals and our field software, and none of it works unless someone keeps them all saying the same thing. That someone is you.
The rest of it is people. You'll be the calm voice for a customer having a genuinely bad week, the contact a client knows will come back with a straight answer, and the person a technician rings when something on site doesn't add up.
We're hiring at administrator level, but we're looking for someone with more in them than the job needs on day one. As you prove yourself, you'll start mentoring newer colleagues, and in time step up to Team Lead or Supervisor.
What you'll do:
- Case ownership
- Receive, review and register new cases from insurers, loss adjusters, restoration professionals and private customers.
- Verify case details, policy coverage and eligibility criteria before processing.
- Allocate each case to the right restoration technician and manage workload across the caseload.
- Review technician reports on property requirements — challenge inconsistencies and make sure findings are accurate and timely before they reach the insurer or customer.
- Act as the first escalation point for complex, disputed or high-value cases and drive them to resolution.
- Communicate scope of work and property requirements to insurers accurately and efficiently.
- Raise and submit accurate invoices in line with the scope of work and contractual terms.
- Follow up private enquiries and quotes through to a booked job.
- Dispatch and coordination
- Schedule and assign restoration jobs to technicians to minimise response times and keep crews productive.
- Update job statuses, track technician assignments and keep the schedule honest.
- Support technicians by relaying site problems, unblocking them and helping solve issues in real time.
- Coordinate across departments so nothing stalls between hand-offs.
- Customers and stakeholders
- Maintain consistent, professional communication with insurers, loss adjusters, subcontractors, technicians and customers through the full life of each case.
- Handle difficult conversations with composure — empathy for the customer, clarity for the insurer.
- Answer and direct phone calls professionally and courteously.
- Respond to enquiries, requests for information and status updates in a timely and professional manner.
- Address concerns and escalate issues as necessary, ensuring timely resolution of enquiries and complaints — including investigating compliance matters and default cases in line with company policy.
- Systems, reporting and process
- Keep records precise and current across every platform we use — CRM, project management, insurer portals and field job management.
- Track SLA performance across your caseload and flag risks before they become breaches.
- Spot patterns in operational data: bottlenecks, repeat issues, slow stages — and make the case for fixing them.
- Prepare progress updates, situational reports and performance summaries when required.
- Work to our SOPs, and tell us where they're wrong.
**Quality control**
- Carry out QC checks on case files, technician reports and invoices before they go to the insurer or customer, catching errors before they land elsewhere.
- Audit a sample of closed cases each week for accuracy and completeness, feeding findings back into the SOPs.
- Mentoring
- Support and train newer colleagues as the team grows.
Requirements
What you'll need
- Excellent written and spoken English (C1 or above) — mandatory. You'll be speaking and writing to UK insurers, loss adjusters and customers every day.
- Minimum 3 years in administration, operations, case management, claims handling or a senior client-facing coordination role.
- Genuinely tech-confident. Not "I can use email" — you should be someone who picks up an unfamiliar system quickly and works out how it fits with the others.
- Tech-savvy, with strong computer skills and confidence using CRM and project management systems (ClickUp or equivalent), Outlook or Gmail, and other digital platforms and communication tools.
- Exceptional attention to detail, and a track record of catching what other people miss.
- A problem solver — you work out what to do when the process doesn't cover it, rather than waiting to be told.
- A quick learner who asks good questions once instead of the same question three times.
- Highly organised, with the ability to manage multiple tasks simultaneously, plus fast, accurate data entry.
- Sound judgement and critical thinking under pressure.
- Ability to stay calm and adapt when priorities shift mid-day, which they will.
- Able to lead teams and great in operations.
Nice to have:
- Experience mentoring, training or supervising colleagues.
- Comfort working with operational data in spreadsheets and building an evidence-based case for change.
- Experience in a remote or distributed team.
- Understanding of SOP adherence and SLA management.
