Senior Administrator

• Receive, review and register new restoration cases from insurers, loss adjusters, restoration professionals and private customers
• Verify case details, policy coverage and eligibility criteria
• Allocate cases to restoration technicians and manage caseload workload
• Review technician reports, challenge inconsistencies and ensure accurate, timely findings
• Escalate complex, disputed or high-value cases and drive resolution
• Communicate scope of work and property requirements to insurers
• Raise and submit accurate invoices according to scope and contractual terms
• Follow up private enquiries and quotes through to booked jobs
• Schedule and assign restoration jobs to minimise response times and keep crews productive
• Update job statuses, track technician assignments and maintain the schedule
• Support technicians with site problems and real-time issue resolution
• Coordinate across departments and manage hand-offs
• Communicate professionally with insurers, loss adjusters, subcontractors, technicians and customers
• Handle difficult conversations and address enquiries, concerns and complaints
• Answer and direct phone calls
• Maintain accurate records across CRM, project management, insurer portals and field job-management systems
• Track SLA performance and flag risks
• Analyse operational data to identify bottlenecks and recurring issues
• Prepare progress updates, situational reports and performance summaries
• Follow and improve SOPs
• Perform quality-control checks on case files, technician reports and invoices
• Audit closed cases for accuracy and completeness and feed findings into SOPs
• Support and train newer colleagues

• Excellent written and spoken English (C1 or above) — mandatory
• Minimum 3 years in administration, operations, case management, claims handling or a senior client-facing coordination role
• Tech-confident and able to quickly learn unfamiliar systems
• 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 errors
• Problem-solving ability and sound judgement under pressure
• Quick learner who asks good questions
• Highly organised, able to manage multiple tasks simultaneously, with fast, accurate data entry
• Ability to stay calm and adapt when priorities shift
• Able to lead teams and strong in operations
• Experience mentoring, training or supervising colleagues (nice to have)
• Comfort working with operational data in spreadsheets and building an evidence-based case for change (nice to have)
• Experience in a remote or distributed team (nice to have)
• Understanding of SOP adherence and SLA management (nice to have)