Job Description

• Interact with customers making insurance claims across a variety of media (face-to-face, telephone, virtual/digital, written) and settle claims correctly whilst enhancing the brand
• Effectively take care of insurance claims up to the notional value of £50,000, and where required above that value, in line with technical, policy and claims philosophy
• Find opportunities to improve the insured risk and identification of potential fraud
• Negotiate the correct claim cost settlement with the customer or their representatives to include the use of LBG preferred suppliers, customer choice suppliers and cash
• Build and sustain effective Supplier liaison/relationships
• Risk evaluation/ management including Health and Safety on site risk assessment
• Handle customer expectation optimally in relation to their claim to reduce/eliminate complaints and optimize service delivery
• Undertake an effective investigation and validate Buildings, Contents and Alternative accommodation claims
• Share knowledge and experience with colleagues to aid development of others including mentoring and developing trainee PCCs
• Understand and apply complaint handling requirements in line with LBG criteria
• Support surge activities either by leading claim visits in surge location or servicing existing customers within hub
• Demonstrate excellent knowledge of building construction techniques and common causes of building failure/defects and the repairs required

We’ll give you a broad remuneration package which includes:

• Discretionary performance share bonus
• A generous pension contribution
• 30 days leave plus bank holidays
• A flex cash pot you can adjust to suit your lifestyle
• Private Health Cover
• Access Share schemes

Required Knowledge, Skills, and Abilities

• Full and current driving license
• Excellent communication skills
• Insurance claims qualification – CII/CILA
• Detailed knowledge and understanding of insurance policies and application of claim handling philosophies
• Have a knowledge of, and be able to accurately interpret Insurance contracts, Principles and practice of insurance as defined by The Chartered Institute of Loss Adjusters, FSA requirements, fraud indicators and potential for recovery, contribution and salvage securing the appropriate evidence, Law of contract, statute and common law, Law of Tort and bailment, building construction techniques and common causes of failure and repair
• Deliver accurate technical, policy decisions and claims settlement, including declinature of claims, with compassion over a range of media, including face-to-face, telephone, digital/virtual channels
• Dependent on customer or claim requirements, be able to successfully connect with customers in appropriate format (verbal/written)
• Specialist in identification, evaluation and support of vulnerable customers, including action-planning and implementation of tailored claims settlement solutions that cater for individual customer needs
• Demonstrate a high degree of personal organization (planning/time management/file management), and competent and proactive oversight of a caseload of customer claims, including in times of surge/peak activity (high claims volumes)
• Successful record of self-development
• 2 years customer facing claims experience