DRS Handler

HSB; Birkenhead; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

25 days Annual Leave + Bank Holidays

10% Pension contribution from day 1

Eligibility for an Annual Bonus

Private Medical Insurance

Life Assurance

Wellbeing and Development Scheme + EAP

Study & continuing Professional Dev. (

Hybrid Working

Job summary

HSB, within MD Insurance Services, seeks a Dispute Resolution Specialist to manage disputes in the Defects Insurance period. You will liaise with policyholders, developers, builders and insurers, ensuring fair and timely outcomes while complying with FCA regulations and internal guidelines.

The role requires strong investigation, stakeholder communication, and case-management skills, with a hybrid working arrangement in the UK.

Qualifications

• Proven experience in a customer-facing role in a regulated environment.
• Strong investigation and analytical skills with the ability to assess complex information.
• Effective written and verbal communication with stakeholders at all levels.
• Excellent organisational skills with the ability to manage a caseload and meet deadlines.
• Ability to work under pressure and adhere to KPIs and SLAs.
• Good IT skills and experience with case management systems and Microsoft Office.
• Knowledge of FCA regulations and Consumer Duty is advantageous.
• Proactive, independent, and flexible in approach.

Responsibilities

• Act as the primary contact for Policyholders throughout the dispute lifecycle, ensuring a smooth customer journey.
• Gather, validate and record all information and documents to progress disputes with up-to-date case records.
• Investigate disputes, establish timelines, assess evidence, and make balanced, well-reasoned decisions per FCA guidelines.
• Assess outcomes to ensure they are supported by policy coverage and documented evidence.
• Escalate complex or high-risk disputes to the DRS Operations Manager as needed.
• Ensure compliance with FCA requirements, Consumer Duty, and internal SLAs.
• Regularly review caseloads and processes to identify efficiency improvements.
• Undertake other duties to support the Dispute Resolution Service objectives.

Job description

About HSB

HSB (UK and Ireland) is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services and engineering-based risk management activities in the UK and Ireland.

HSB (UK and Ireland) consists of the parent company HSB Engineering Insurance Limited (HSBEIL) together with its two UK subsidiaries, HSB Engineering Inspection Services Limited (HSBEISL); and a regulated MGA,MD Insurance Services Limited (MDIS), which trades as Premier Guarantee or LABC Warranty.

Collectively, HSB is the UK and Ireland's only group of companies solely focused on providing specialist engineering and technology insurance solutions, alongside risk-focused inspection services and assessments to its customers.

This opportunity sits withinMD Insurance Services (MDIS), supporting its Data & Analytics capability.

Why Join MD Insurance Services?

We don't just insure-we enable confidence in construction. At MD Insurance Services (MDIS), you'll be part of a specialist provider of structural warranty solutions, supporting developers, clients, and end users through high-quality risk assessment, inspection, and technical expertise.

As part of the wider HSB and Munich Re Group, MDIS combines deep industry knowledge with strong financial backing and a reputation for delivering trusted, customer-focused solutions. You'll be part of a collaborative and forward-thinking environment where data and technology play an increasingly important role in how we improve decision-making, enhance services, and deliver better outcomes.

With a strong focus on professional development, modernisation, and continuous improvement, we support you to grow your skills while contributing to meaningful work.

What You'll Be Doing

To operate within the Dispute Resolution Service Team managing and handling new and existing disputes in relation to the Defects Insurance Period of the Warranty. Managing your caseload liaising with Policyholders, Developers, Builders, Technical Specialists and Insurers ensuring disputes are handled fairly, efficiently, using excellent communication skills and in accordance with regulatory compliances and company guidelines.

Your Responsibilities

• Act as the primary point of contact for Policyholders throughout the dispute lifecycle, providing clear guidance on the dispute resolution process and delivering an excellent customer journey at all times.
• Gather, validate, and accurately record all relevant information and documentation required to progress disputes, maintaining comprehensive and up-to-date case records across internal systems.
• Investigate disputes thoroughly, establishing clear timelines of events, assessing available evidence, and making balanced, well-reasoned decisions in line with FCA regulations, insurer requirements, and internal policies.
• Assess dispute outcomes consistently and fairly, ensuring that all decisions are supported by policy coverage, technical guidance, and documented evidence and communicated clearly and justified
• Identify and promptly elevate complex, high-risk, contentious, or potentially litigious disputes to the DRS Operations Manager
• Ensure adherence to all legal, regulatory, and company standards, including FCA requirements, Consumer Duty principles and internal service level agreements.
• Continuously review caseloads and processes to identify opportunities for improvement, driving efficiencies and enhancing the overall dispute resolution service
• Undertake any other duties as reasonably required to support the objectives of the Dispute Resolution Service.

Your Skills and Experience

Essential

• Proven experience in a customer-facing role, delivering excellent customer service within a regulated environment.
• Strong investigation and analytical skills, with the ability to assess complex information and reach balanced decisions.
• Ability to communicate professionally and effectively with stakeholders at all levels, both verbally and in writing.
• Excellent organisational skills with the ability to manage and prioritise a caseload effectively demonstrating a high level of accuracy and attention to detail
• Ability to work under pressure and meet deadlines in line with KPIs and SLAs.
• Demonstrating excellent decision making skills
• Good IT skills, including experience using case management systems and Microsoft Office applications.
• Working knowledge of FCA regulations and the importance of Consumer Duty
• Demonstrable ability to use own initiative and flexible in personal approach.

What We Offer

In addition to a competitive salary, excellent work-life balance and a bespoke training package, you will also receive a comprehensive benefits package:

• 25 days Annual Leave + Bank Holidays
• 10% Pension contribution from day 1
• Eligibility for an Annual Bonus
• Private Medical Insurance
• Life Assurance
• Wellbeing and Development Scheme + EAP
• Study & continuing Professional Development Support
• Hybrid Working

Diversity, Equity & Inclusion

At HSB, Diversity, Equity and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional and complex, so we want to build a workforce that includes a wide range of racial, ethnic, sexual and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school and career experiences; and political, religious and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued and everyone has equal opportunity to succeed.

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.