End Of Tenancy Experience Associate, Reposit

• Claims Handling Experience:
• Proven experience managing claims end to end in a high-volume, high-risk environment, with clear ownership of outcomes
• Confident assessing complex documentation and supporting evidence, including tenancy agreements, inventories, invoices, and statements
• Experienced applying policy wording, adjudication standards, or deposit protection guidelines to reach fair, consistent, and defensible decisions
• Escalation & Judgement:
• Experience handling contested or adversarial cases, including formal escalations
• Strong commercial judgement in grey areas, with the ability to identify fraud indicators, risk, and appropriate escalation paths
• Decision Ownership & Quality Focus:
• Used to making decisions that may be challenged, reviewed, or audited, supported by clear rationale and documentation
• Detail-oriented and accountable from case initiation through resolution and recovery
• Systems, Data & Recovery Awareness
• Comfortable managing a high caseload independently using case management systems or internal tools
• Strong Excel or Google Sheets skills (lookups, pivots, analysis) to support claims and reporting
• Working understanding of debt recovery processes, repayment plans, and third-party escalation
• Autonomy & Improvement Mindset:
• Proactive, and comfortable operating with minimal supervision
• Actively contributes to improving processes, controls, and outcomes based on experience

Desirable

• Manage tenancy deposit claims end-to-end, including evidence review, decision-making, and outcome communication
• Communicate clearly and empathetically with landlords, tenants, and letting agents throughout the claims process
• Identify, manage, and escalate high-risk or complex cases
• Monitor and contribute to improvements in core performance metrics such as resolution time, recovery rate, and partner satisfaction
• Collaborate closely with insurers and debt collection partners to support recovery outcomes
• Maintain and improve internal documentation, decision frameworks, and guidance materials
• Proactively suggest and implement operational improvements based on trends, data, or repeated issues

• Phone interview (30 minutes)
• Take-home task (1 hours)
• Cultural Interview (1 hour)
• Offer & references