Hybrid Claims Owner (Insurance)

TL;DR

Hybrid Claims Owner (Insurance): Take end-to-end ownership of customer claims in general insurance operations, balancing empathy with sound decision-making to deliver fair outcomes and outstanding customer experience. Focus on leading investigations, fraud detection, claim validation, and collaborating with field consultants to ensure policy compliance and responsible spend.

Location: Hybrid in Halifax or Leeds (at least 2 days per week or 40% time in office)

£30,201 - £31,790

Company

Leading UK banking group rebooting its general insurance operations to protect customers' homes and stability.

What you will do

• Handle end-to-end customer claims, providing reassurance and guidance during challenging moments.
• Make balanced decisions on claims aligned with policy cover, FCA standards, and responsible use of bank funds.
• Collaborate with Hybrid Field Consultants for on-site customer visits and optimal outcomes.
• Lead investigations, validation, progression, and resolution throughout the claims journey.
• Identify and investigate fraud, misrepresentation, or non-disclosure using specialist support.
• Manage customer complaints to meet regulatory and group expectations.

Requirements

• Must work rotational shifts: 8am-6pm Mon-Fri, 9am-1pm Sat
• Customer-first mindset with strong rapport-building and ownership skills.
• Knowledge of insurance contracts, principles, and FCA/industry requirements.
• Excellent communication and organisational skills for managing caseloads.
• Experience in claims management, complaint handling, and fraud/risk awareness.
• Commitment to professional development (e.g., CII or BDMA qualifications).

Culture & Benefits

• Hybrid working with modern, flexible ways and 35 hours/week.
• Supportive, inclusive team focused on technical excellence, learning, and growth.
• Wide range of development and career opportunities.
• Diversity initiatives including menopause health package and Working with Cancer support.
• Disability Confident employer offering reasonable adjustments.