Claims Relationship Specialist

AXA XL; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading insurance firm is seeking a Claims Relationship Specialist in Birmingham. The role involves enhancing client relationships and managing claims performance. Candidates should have a background in insurance and strong analytical skills. Responsibilities include developing client engagement plans, conducting meetings with clients and brokers, and focusing on continuous improvement. The position supports a client-first mindset and requires travel within the UK. AXA XL promotes an inclusive culture and offers competitive benefits.

Benefits

Flexible Working Arrangements

Enhanced family-friendly leave benefits

Commitment to Diversity

Qualifications

• Experience in client relationship management within an insurer or broker is desired.
• Technical expertise regarding middle market and risk managed programmes.
• Ability to conduct competitor analysis.

Responsibilities

• Develop a Client Service Charter and coordinate its communication.
• Conduct new pitch meetings and participate in strategy discussions.
• Provide analysis of broker surveys to drive improvement opportunities.

Skills

Client Relationship management

Analytical mindset

Excellent verbal and written communication

Ability to work independently

Continuous Improvement Focused

Education

Good insurance background

Job description

Claims Relationship Specialist

Birmingham, UK

Our Claims team sets us apart. Our experienced Claims professionals use their specialised expertise to handle even the most complex claims seamlessly. How do you make a good thing better? You focus on excellence and creating a culture of continuous improvement. You create an environment that fosters collaboration, customer service and colleague development.

In this role you will live a client first mindset and enhance our profile through continued thought leadership and strengthening market profile by building and enhancing relationships with brokers and clients. You will lead a client centric ethos within the team and act as a leader and ambassador for AXA XL claims.

You will work closely with the Claims Relationship Manager, underwriting and distribution new business and renewals sales pitch team, to attract and retain new and existing clients across the Property and Casualty arena. Alongside the Claims Relationship Manager, you will often be one of the first Claims points of contact for new and prospective clients and will have an expert focus on claims performance, service and delivery. You will work closely with the Claims Relationship Manager and Property & Casualty Claims Team to onboard new clients and manage existing clients, supporting the claims team as required.

In addition, you will work with our broker partners and the Claims Team to enhance our offering and relationships, building new relationships where needed.

You will assist the team to deliver upon our mandate to be a data driven organisation by harnessing appropriate key metrics to measure the successful delivery of performance and service for both clients and brokers.

Travel as appropriate throughout the UK will be an element of this role.

This is a regulated role under the Central Bank of Ireland’s Fitness and Probity regime.

What you’ll be DOING

What will your essential responsibilities include?

• Contribution to and co-ordination of the development of a Client Service Charter (including segmentation of services).
• Alignment with all internal stakeholders and be a part of the committee structures.
• Development of claims success stories to be used as part of our marketing strategy.
• Communication of the Client Service Charter (including appetite based upon segmentation) internally and externally as appropriate.
• Co-ordination of and participation in new pitch meetings and/or renewal meetings as required and in conjunction with the relevant claims team(s). Ensure CLT visibility of pipeline prospects.
• Development of a client & broker engagement plan - minimum quarterly meetings with those clients identified as key clients through engagement with Underwriting and Distribution (broker & client) and Claims Management. CRS to attend meetings where required.
• Determine appropriate agenda for broker and client meetings to ensure that service objectives are being met, material claims discussed, reports are being provided where needed and market perception is understood.
• Collate the feedback from Broker engagements to ensure that there is actionable intervention where appropriate.
• Provide analysis of broker surveys and drive the opportunities that arise.
• Undertake data analysis and collate anecdotal feedback to determine broker performance.
• Understand internal performance against SLAs for discussion with clients and brokers as needed and in conjunction with Claims Management.
• Competitor analysis to be undertaken to advise where AXA XL sit with our offering and where improvements can be made.
• Collate thought leadership within the team for sharing.
• Attendance at industry conferences, where relevant, to promote the Client Service Charter (e.g. AIRMIC).
• You will report to the Claims Relationship Manager for Property and Casualty.

What you will BRING

We are looking for someone who has these abilities and skills:

• Technical Expertise: Good insurance background ideally with knowledge of middle market and risk managed programmes – particularly use of captives. Understanding of global programme structures and financial and operational efficiency.
• Ability to work independently, be self‑motivated and organise own workload.
• Client Relationship management experience within an insurer or broker is desired, but not essential.
• Analytical mindset with the ability to analyse industry trends and market data.
• Influencer and Collaborator: Develop and maintain productive working relationships with other internal leaders, clients, brokers, claim handlers, underwriters and distribution teams. Provide guidance and seek input from others as needed to achieve the best result possible.
• Communicator: Excellent verbal and written communication, collaboration, presentation and influencing skills. Able to communicate effectively with internal and external stakeholders at all levels of sophistication. Ability to work in a fast‑paced environment and efficiently juggle numerous concurrent responsibilities.
• Results Oriented: Approach tasks proactively and anticipate needs. Think quickly and prioritize multiple work streams without sacrificing quality. Act with a sense of urgency. Ability to take a pre‑emptive problem management, solution generation and resolution approach.
• Continuous Improvement Focused: Willing to ask questions and explore new ideas. Eager to learn and focused on continuously improving technical skills and capabilities.

What we OFFER

Inclusion

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements.
• Enhanced family‑friendly leave benefits.
• Named to the Diversity Best Practices Index.
• Signatory to the UK Women in Finance Charter.

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Total Rewards

AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.

We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever‑changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023‑26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far‑reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal‑led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

For more information, please see axaxl.com/sustainability.

Who WE are

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid‑sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data‑driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.