Hybrid Claims Advocate - Customer Impact

Lloyds Banking Group; Wellington; Hybrid; GBP 30,000 - 41,000; Full time

Benefits offered by this job

Pension up to 15%

Group performance share

Share schemes including free shares

Discounts on shopping

25 days holidays + public holidays

Job summary

Lloyds Banking Group is seeking a Hybrid Claims Owner within General Insurance Customer Operations. You will take end-to-end ownership of customer claims, balancing empathy with sound decision-making to deliver fair outcomes while protecting the bank’s money in line with policy terms.

Working with Hybrid Claims colleagues and Hybrid Field Consultants, you’ll deliver the best outcomes for customers and actively contribute to a culture of technical excellence, learning and personal growth.

Qualifications

• Customer-first mindset and ownership from first conversation.
• Collaborative team player with inclusive attitude across colleagues.
• Clear communication and strong organisational skills for end-to-end claims.
• Ability to lead investigations, validation and progression in claims journey.
• Focus on high-quality claims handling aligned to terms and policy cover.
• Willingness to pursue qualifications (e.g. CII or BDMA) for professional development.

Responsibilities

• Take end-to-end ownership of customer claims and deliver fair outcomes.
• Balance empathy with sound decision-making to protect customers and bank policy.
• Collaborate with Hybrid Claims colleagues and Hybrid Field Consultants to achieve optimal outcomes.
• Lead investigations and progressions throughout the claims journey and manage caseloads.
• Identify potential fraud or misrepresentation and escalate where needed.

Skills

Customer-first mindset

Collaborative

Communication skills

Investigations

Risk awareness

Professional development

Tools

FCA knowledge

Job description

Lloyds Banking Group is seeking a Hybrid Claims Owner within General Insurance Customer Operations. You will take end-to-end ownership of customer claims, balancing empathy with sound decision-making to deliver fair outcomes while protecting the bank’s money in line with policy terms.

Working with Hybrid Claims colleagues and Hybrid Field Consultants, you’ll deliver the best outcomes for customers and actively contribute to a culture of technical excellence, learning and personal growth.