Hybrid Claims Owner

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

End Date

Sunday 01 November 2026

Salary Range

£30,201 - £31,790

Flexible Working Options

Hybrid Working

Job Description Summary

See Job Description :

Job Description

JOB TITLE: Hybrid Claims Owner

SALARY: £30,202 - £41,327 (depending on experience)

LOCATION: Halifax/Leeds

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).

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites in Halifax/Leeds.

About This Opportunity

Be there when it matters most. 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.

In General Insurance Customer Operations, we Protect Customers’ Homes.

This is about more than bricks and mortar — it’s about people’s lives, stability and sense of security. Join us, and you can make a real difference every single day.

About Us

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.

What You’ll Need

We’re looking for people who genuinely care about customers and take pride in doing the right thing.

You’ll bring:

• 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

About Working For Us

We’re committed to building an organisation that reflects the society we serve.

Inclusion is part of who we are — every day. We want everyone to feel they belong and are supported to do their best work, whatever their background, identity or life experience.

We were one of the first major organisations to:

• Set diversity goals for senior leadership
• Introduce a menopause health package
• Launch a dedicated Working with Cancer initiative

We particularly welcome applications from under‑represented groups, and we’re proud to be Disability Confident. If you need reasonable adjustments at any stage of the recruitment process, just let us know — we’ll be happy to support you.

We Also Offer a Wide-ranging Benefits Package, Which Includes.

• A generous pension contribution of up to 15%
• An annual performance-related Group performance share
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 24 days holidays, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive?

Company

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.