Department: Claims

Location: Hybrid/WFH

Reports To: Claims Team Manager

Purpose of the Role

The Desktop Adjuster is a technically skilled claims professional responsible for managing complex property damage claims from first notification to settlement. This role requires sound judgement, technical confidence, and an ability to make fair, evidence-based decisions that deliver The Power of Certainty to clients and policyholders.

Working autonomously within delegated authority, the Desktop Adjuster will assess coverage, liability and quantum while coordinating input from surveyors, contractors, and insurers to achieve timely and justifiable outcomes.

Key Responsibilities

Technical Claim Management

• Handle a portfolio of commercial property damage claims from instruction to conclusion, ensuring accuracy, compliance and efficiency throughout.
• Review documentation, reports, and policy wordings to determine coverage, liability and settlement strategy.
• Instruct and interpret surveyor and contractor reports, validating scopes, costs and repair methodologies.
• Authorise reinstatement works and settlements within authority, escalating high-value or contentious cases as required.
• Identify causation issues, fraud indicators, and policy breaches through critical analysis and professional scrutiny.

Stakeholder Coordination

• Liaise effectively with insurers, policyholders, surveyors, contractors and other parties to maintain smooth claim progression.
• Deliver clear, reasoned advice and recommendations to clients, demonstrating commercial awareness and technical credibility.
• Manage customer expectations through proactive communication, empathy and transparency.
• Support insurers in delivering exceptional service standards and resolving potential complaints constructively.

Quality, Compliance & Continuous Improvement

• Ensure all files are maintained to audit-ready standards, with precise records and evidence to support each decision.
• Apply Acumen’s cost control and quality assurance protocols to ensure fairness and accuracy in settlement decisions.
• Uphold FCA, GDPR, and internal compliance requirements at all times.
• Contribute to process improvements by sharing best practice, identifying efficiencies, and supporting continuous learning within the team.

Skills & Experience

Essential

• Minimum of 3 years’ experience in commercial property loss adjusting or a related technical claims role.
• Strong knowledge of policy interpretation, building reinstatement and quantum assessment.
• Proven ability to manage claims independently within delegated authority.
• Excellent analytical, negotiation, and communication skills.
• Confident decision-maker with strong attention to technical and financial detail.

Desirable

• CII or CILA qualification (Cert / Dip / Adv Dip level).
• Familiarity with digital validation tools (e.g. Xactware, Symbility or similar).
• Understanding of CDM, H&S, and building regulations relevant to reinstatement work.

Personal Qualities

• Professional integrity and calm authority under pressure.
• Natural curiosity and critical thinking when assessing evidence and causation.
• Strong sense of accountability for outcomes and customer experience.
• Collaborative approach — able to work effectively with technical peers and operational teams.