Hybrid Claims Owner

Lloyds Banking Group; Leeds; Hybride; GBP 30 000 - 42 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Flexible working

Career development opportunities

Résumé du poste

Lloyds Banking Group in Leeds is seeking a Hybrid Claims Owner within General Insurance Customer Operations to own end-to-end customer claims, balancing empathy with policy compliance and sound decision‑making for fair outcomes.

You'll collaborate with Hybrid Field Consultants, manage a caseload end-to-end, and contribute to a culture of technical excellence, learning and growth while upholding FCA requirements and risk controls.

Qualifications

• Customer-first mindset and ability to build rapport from first conversation.
• Collaborative approach in a team environment with Hybrid Field Consultants.
• Strong knowledge of insurance contracts, principles, and FCA/industry requirements.
• Excellent communication and organisational skills managing a caseload end-to-end.
• Ability to lead investigations, validation, progression and resolution through the claims journey.
• Commitment to professional development and working towards relevant qualifications (e.g. CII or BDMA).

Responsabilités

• Own end-to-end claims journey with empathy and policy compliance.
• Collaborate with Hybrid Field Consultants to deliver outcomes across service, spend control and technical accuracy.
• Lead investigations, validation, progression and resolution activities throughout the claims lifecycle.
• Ensure risk management practices and regulatory expectations are met in claims handling.

Connaissances

Customer rapport

Team collaboration

Claims management

Insurance contracts knowledge

Communication & organisation

Investigations & progression

Risk management awareness

Professional development

Fraud detection awareness

Formation

CII/BDMA qualification

Description du poste

As a Hybrid Claims Owner within General Insurance Customer Operations, you'll play a vital role in helping customers through some of the most challenging moments they face. When things go wrong at home, you'll be the calm, knowledgeable voice that reassures, guides and delivers fair outcomes.You'll take end-to-end ownership of customer claims, balancing empathy with sound decision-making to deliver an outstanding customer experience - while ensuring the bank's money is used responsibly and in line with policy cover.Working closely with your Hybrid Claims colleagues and Hybrid Field Consultants who visit customers in their homes, you'll collaborate to deliver the best possible outcomes. You'll also actively contribute to a culture that values technical excellence, learning, and personal growth.,

• A customer-first mindset, with the ability to quickly build rapport, inspire confidence, and take ownership from the very first conversation
• A collaborative approach, contributing to a supportive and inclusive team environment where colleagues feel valued
• The ability to work closely with Hybrid Field Consultants, together delivering excellent outcomes across service, spend control and technical accuracy
• Strong knowledge of insurance contracts, principles and practices, aligned to Group standards and FCA / industry requirements
• Excellent communication and organisational skills, with the ability to manage a caseload of claims end-to-end, tailoring your approach to individual customer needs
• The confidence to lead investigations, validation, progression and resolution activity throughout the claims journey
• A consistent focus on delivering high-quality claims management, aligned to product terms and conditions
• Experience of customer-focused complaint handling, meeting Lloyds Banking Group and regulatory expectations
• The ability to identify fraud, misrepresentation or non-disclosure, carrying out proportionate investigations and using specialist support where needed
• A commitment to professional development, including working towards relevant qualifications (e.g. CII or BDMA)
• A values-led approach, embracing Lloyds Banking Group behaviours, acting inclusively and treating everyone with dignity and respect
• A strong appreciation of risk management, following policies, processes and controls to keep our business safe
  Join a team where you can be yourself, do meaningful work, and build a career that matters. You'll be supported by great colleagues, enjoy modern and flexible ways of working, and benefit from a wide range of development and career opportunities. We believe that when our people thrive, our customers do too., At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
  HOURS: Full Time, 35 hours per week, with a requirement to work a rotational shift pattern across the operational hours (8am - 6pm Monday-Friday and 9am-1pm on Saturdays).