Bereavement and Accident Specialist

People's Partnership; Crawley; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Generous pension contributions up to 4

Real living wage

Income protection

Healthcare

Parental and adoption leave

Learning & development

Travel season ticket loans

Volunteering days

Onsite gym

Social clubs and events

Job summary

People’s Partnership, a not-for-profit employer, is dedicated to fairness and simplicity, making the future-saving experience straightforward for our members. We offer a flexible, hybrid working approach that helps everyone come to work and be their best.

In this role you’ll own the end-to-end escalation journey to the Governance Panel and Trustees, prepare papers to required standards, and support Claims Assessors with complex bereavement and accident claims to deliver robust, well-evidenced

Qualifications

• Strong technical knowledge of bereavement and accident claims.
• Experience in preparing escalation/decision documents for senior and/or Trustee audiences.
• Skilled in evidence evaluation and risk judgement.

Responsibilities

• Provide advice to Claims Assessors to aid progression and completion of complex bereavement and accident claims, and assess if further escalation is required, through the Observation, Governance Panel and Trustee Referral processes.
• Prepare, coordinate and quality check all Governance Panel and Trustee papers to required standards.
• Strengthen triage processes to ensure cases submitted to Governance Panel are complete, logical and well evidenced.
• Track and feed back trends from Governance Panel, Trustee, Complaints, IDRP and Ombudsman decisions.
• Hold fortnightly reviews with the Head of Claims and Customer Solutions Director to review progress of all live cases that have been through Governance Panel or Trustee escalation processes.

Skills

Bereavement & accident claims

Evidence evaluation

Risk judgement

Coaching & feedback

Written communication

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:

Step into a role where your decisions truly matter. As the driving force behind high‑quality, timely and well‑evidenced case outcomes, you’ll champion exceptional experiences for our members and beneficiaries. You’ll own the full journey of escalations to the Governance Panel and Trustees, elevate assessor capability, and turn insight from panel, trustee and Ombudsman decisions into meaningful improvements. Working collaboratively across teams, you’ll help shape a fair, consistent and robust decision‑making framework that genuinely makes a difference.

• Provide advice to Claims Assessors to aid progression and completion of complex bereavement and accident claims, and assess if further escalation is required, through the Observation, Governance Panel and Trustee Referral processes.
• Prepare, coordinate and quality check all Governance Panel and Trustee papers to required standards.
• Strengthen triage processes to ensure cases submitted to Governance Panel are complete, logical and well evidenced.
• Track and feed back trends from Governance Panel, Trustee, Complaints, IDRP and Ombudsman decisions
• Hold fortnightly reviews with the Head of Claims and Customer Solutions Director to review progress of all live cases that have been through Governance Panel or Trustee escalation processes.

What we’re looking for:

• Strong technical knowledge of bereavement and accident claims.
• Experience in preparing escalation/decision documents for senior and/or Trustee audiences.
• Skilled in evidence evaluation and risk judgement.
• Strong coaching and feedback capability.
• Strong written communication and narrative building capability.

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. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high speed internet that enables them to perform their duties effectively. 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".