Assistant Manager - Housing Claims Department

ICAB are hiring! Join our busy, buzzy company – We work pretty hard but laugh hard too!

Assistant Manager - Housing Claims Department

Location: Bushey (office-based)
Full-time | Permanent

About ICAB

ICAB is a market leading accommodation and relocation specialist, supporting customers during some of the most challenging circumstances of their lives. Working with insurers, housing providers and corporate clients, we deliver temporary accommodation solutions with professionalism, empathy and pace.

As our business continues to grow, we are looking for an ambitious and people focused Housing Assistant Manager to support the leadership of our Housing Team and help drive exceptional customer outcomes.

What You’ll Be Doing

• Supporting the day-to-day management of the Housing Team.
• Coaching, mentoring, and developing team members to achieve their full potential.
• Monitoring team performance against key service levels and operational KPIs.
• Managing workloads to ensure customers receive timely and effective support.
• Acting as an escalation point for complex customer, client, and supplier issues.
• Conducting one-to-one meetings, quality reviews, and performance conversations.
• Producing operational reports and identifying trends, risks, and improvement opportunities.
• Supporting recruitment, onboarding, and training activity.
• Assisting with audits, compliance requirements, and quality assurance processes.
• Building strong relationships with clients, suppliers, and internal stakeholders.
• Driving a culture of accountability, continuous improvement, and excellent customer service.

What we’re looking for

This is an ideal role for an experienced Team Leader, Senior Advisor or Supervisor looking to take the next step in their management career.

As Housing Assistant Manager, you will work closely with the Housing Team Manager to oversee the day to day performance of the team, ensuring customer cases are progressed efficiently, service standards are met and colleagues are supported to perform at their best.

You will play a key role in coaching team members, monitoring service delivery, managing escalations and identifying opportunities to improve performance and customer experience.

Essential

• Previous experience within a customer service, contact centre, housing, accommodation, or operational environment.
• Minimum 2 years experience in a leadership role with line management responsibility.
• Strong communication and stakeholder management skills.
• Excellent organisational and prioritisation abilities.
• Experience managing performance against KPIs and service standards.
• Strong problem-solving and decision-making capabilities.
• A proactive and positive leadership approach.
• Competent Microsoft Office and systems skills.

Desirable

• Experience within insurance, housing, property services, or claims environments.
• Knowledge of vulnerable customer handling.
• Experience supporting quality audits and compliance activities.
• Understanding of accommodation management or housing-related services.

Why Join ICAB?

• Opportunity to progress into a management career within a growing business.
• Work alongside experienced operational leaders.
• Make a genuine difference to customers during difficult situations.
• Supportive and collaborative working environment.
• Ongoing training and development opportunities.
• Be part of a company that values accountability, innovation, and customer service excellence.
• No two days are the same!

Working pattern & benefits

• Monday to Friday, 9:00am–5:30pm
• Office-based in Bushey
• Option for 1 day (growing to 2 days) WFH after probation/training (6 months)

Benefits:

• Company events
• Cycle to work scheme
• Free parking (approx. 5 minute walk)
• Subsidised Gym membershipg
• Health & wellbeing programme
• Sick pay

Final note

If you are a motivated people leader who thrives in a fast paced environment and enjoys developing teams while delivering outstanding customer experiences, we’d love to hear from you. We know great candidates don’t always tick every box. If this role sounds like something you’d enjoy, we’d really encourage you to apply.

Job Types: Full-time, Permanent

Pay: £37,500.00-£40,000.00 per year

Benefits:

• Company events
• Cycle to work scheme
• Free parking
• Gym membership
• Health & wellbeing programme
• Sick pay

Application question(s):

• Do you live within 10 miles of WD23 3HH?
• Desc…