Bereavement & Accident Claims Assessor

People's Partnership; Crawley; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Pension contributions

Real living wage

Income protection

Healthcare

Parental leave

Study support

Season tickets

Volunteering days

Onsite gym

Social clubs

Job summary

People's Partnership is seeking a dedicated Customer Services professional to support members through life’s sensitive moments, handling death, ill health and accident claims with empathy and professionalism. You will collaborate with colleagues and external partners to ensure service excellence, regulatory compliance, and continuous improvement, while benefiting from a flexible, hybrid working approach.

If you are motivated to make a meaningful impact in a not-for-profit environment, this role

Qualifications

• Knowledge of Financial Services, Workplace Pensions and Master trusts.
• Understanding of Automatic Enrolment regulatory requirements.
• Ability to handle bereavement/terminal illness terms sensitively.
• Strong organisational and time-management skills.
• Proficient in standard office software.

Responsibilities

• Manage and assess death, ill health, and accident claims across our product range.
• Use active listening to understand customer needs, gather information, and assess claims.
• Support colleagues by resolving queries and sharing knowledge.
• Build relationships with internal teams and external parties involved in the claims process.

Skills

Financial services knowledge

Pensions knowledge

Master trusts knowledge

AE regulation knowledge

Bereavement/terminal illness handling

Organisational skills

Time management

Office systems knowledge

Job description

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing:

Join our Customer Services team at People's Partnership, where compassion meets expertise. You’ll play a vital role in supporting customers through life’s most sensitive moments, managing claims with professionalism and empathy. Collaborating with colleagues and external partners, you’ll ensure service excellence, regulatory compliance, and continuous improvement. If you’re passionate about making a meaningful impact and thrive in a supportive, purpose-driven environment—this is the role for you.

• Manage and assess death, ill health, and accident claims across our product range, delivering professional and compassionate support to customers and beneficiaries.
• Use active listening to understand customer needs, gather relevant information, and ensure accurate claim assessments while maintaining service standards.
• Support colleagues daily by resolving queries, sharing knowledge, and being available for discussions due to the varied nature of claims.
• Build and maintain strong relationships with internal teams and external parties such as Coroners, solicitors, IFAs, employers, and other stakeholders involved in the claims process.

What we’re looking for:

• Good knowledge of Financial Services, Workplace Pensions, Master trusts and the regulatory requirements of Automatic Enrolment.
• Basic understanding of what a bereavement/terminal illness is, to have the knowledge of basic terms within this journey and to have a strong natural ability to deal with emotional situations/conversations.
• Good organisational and time management skills.
• A good working knowledge of office systems

What you can expect from us:

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Volunteering days and charity payroll giving
• Onsite gym
• Social clubs and events

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best you.

We’re looking for people who share our values, and we want to help bring out the best in you.

Interviews with us are a two-way process. You’ll have the opportunity to show us why you’re right for the role, and we want you to learn more about us too.