Claims Field Consultant

Lloyd's; Ilford; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading insurance firm seeks a Field Consultant for its Hybrid Claims Management Teams across the UK. This role involves managing customer claims, providing both remote and in-person support, and collaborating with Hybrid Claim Owners. Candidates should have insurance claims experience and excellent communication skills, with a strong understanding of building construction. Benefits include a substantial pension contribution and performance-related bonuses, alongside a supportive work environment and flexible benefits.

Benefits

Generous pension contribution

Annual performance-related bonus

Share schemes

Discounted shopping

30 days holiday

Private medical initiatives

Qualifications

• Full and current driving licence.
• Willingness to undertake insurance claims qualification.
• General insurance claims experience with detailed knowledge of policies.

Responsibilities

• Manage customer visits and remote claims to deliver customer outcomes.
• Conduct site work validated by accompanied visits and assessments.
• Manage diverse demands of multiple customer claims efficiently.

Skills

Insurance claims experience

Excellent communication skills

Knowledge of building construction

Time management

Ability to manage vulnerable customers

Education

Insurance claims qualification (CII/CILA)

Job description

Field Consultant – Hybrid Claims Management

An exciting opportunity to join us as a Field Consultant in our Hybrid Claims Management Teams across the UK. We manage a portfolio of claims up to £50,000 delivering brilliant customer outcomes, outstanding technical claims management and effect cost control. You’ll support customers through remote claims management and home visits, providing face‑to‑face support when our customers need it most. You’ll be part of an end‑to‑end claims management team, working collaboratively with Hybrid Claim Owners and our suppliers. In addition, you’ll validate and resolve claims across all areas of policy cover, assessing building damage and creating repair schedules, and effectively managing customer expectations. Previous experience with home working is desirable.

What you’ll be doing:

• Proactively manage customer visits and remote claims management to deliver effective customer outcomes, collaborating with Hybrid Claim Owners across your Hybrid Claims Unit.
• Deliver effective, efficient site work validated by accompanied visit and quality assessment, including identification and action‑planning for customer vulnerabilities, aligned to Health & Safety risk appetite and controls.
• Efficiently manage the competing priorities and diverse demands of multiple individual customer journeys across a range of perils and claims‑types referred to you by Hybrid Claim Owners, ensuring claims under your control are effectively action‑planned and gain maximum momentum towards resolution through your involvement.
• Complete building scoping as part of first‑visit activity utilising LBG SOR, collecting and analysing data from site inspection, photos/videos content and other sources, using a variety of tools and methods to ensure accurate validation and settlement of customer claims across all policy sections.
• Use individual claim data to support effective management of your workload and delivery of customer purpose.
• Work collaboratively within your Hybrid Claims Unit to drive and develop technical knowledge, customer and claim management skills.

Qualifications and requirements

• Full and current driving licence.
• Insurance claims qualification (CII/CILA) or willingness to undertake this.
• General insurance claims experience with detailed knowledge and understanding of insurance policies and claim handling philosophies.
• Excellent knowledge of building construction techniques, common causes of building failure/defects, and required repairs.
• Awareness of Health and Safety requirements for site work.
• Excellent oral and written communication skills to support customers and deliver decisions with compassion across various media (face‑to‑face, telephone, digital/virtual channels).
• Ability and experience in identifying, evaluating, and supporting vulnerable customers, including action‑planning and tailored claims settlement solutions.
• High degree of personal organization (planning, time management, file management, complaints management) and proactive oversight of a caseload of customer claims, including during surge/peak activity (high claims volumes).

Benefits

• A generous pension contribution of up to 15%
• An annual performance‑related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days holiday, with bank holidays on top
• A range of well‑being initiatives (including private medical) and generous parental leave policies