Hybrid Claims Lead: Home Insurance & Customer Focus

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

Benefits offered by this job

Pension up to 15%

Group performance share

Share schemes

Discounted shopping

24 days holidays

Wellbeing & parental leave

Job summary

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

The role is full-time (35 hours) with a rotational shift pattern (8am–6pm weekdays, 9am–1pm Saturdays) and a hybrid work model requiring two days per week on-site in Halifax/Leeds.

Qualifications

• Customer-first mindset to quickly build rapport and own conversations.
• Collaborative team player in a diverse Hybrid environment.
• Work closely with Hybrid Field Consultants to deliver outcomes.
• Strong knowledge of insurance contracts and FCA requirements.
• Excellent communication and organisational skills managing a claims caseload.
• Lead investigations, validation, progression and resolution across the journey.
• Deliver high‑quality claims management aligned to product terms.
• Experience handling customer-focused complaints meeting regulatory expectations.
• Identify potential fraud or misrepresentation with proportional investigations.
• Commitment to professional development toward relevant qualifications (CII/BDMA).

Responsibilities

• Take end-to-end ownership of customer claims and ensure fair outcomes.
• Balance empathy with sound decision-making throughout the process.
• Collaborate with Hybrid Field Consultants to optimise service and spend control.
• Safeguard policy terms and maintain technical accuracy.
• Lead investigations and progress claims to resolution.
• Manage a busy caseload with prioritisation and accuracy.
• Contribute to a culture of technical excellence and personal growth.
• Adhere to risk management policies and controls.

Skills

Customer-first mindset

Collaborative approach

Strong insurance knowledge

Excellent communication

Investigations leadership

Risk management

Professional development

Attention to detail

Job description

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

The role is full-time (35 hours) with a rotational shift pattern (8am–6pm weekdays, 9am–1pm Saturdays) and a hybrid work model requiring two days per week on-site in Halifax/Leeds.