Insurance Claims Handler

Goodlord; Lincoln; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days holiday

Annual development fund

Mental health coaching

Paid parental leave

Inclusive culture

Job summary

Goodlord in Lincoln combines hybrid work with a collaborative claims role. You will own claims from submission through resolution, acting as the primary contact for landlords, guarantors, letting agents and tenants, and ensuring accurate, timely decisions.

Elaborate investigations and fair settlements are expected, while maintaining strong relationships across internal teams. A proactive, organized approach and IT fluency (Salesforce, Microsoft) are essential for success.

Qualifications

• Experience in a customer-focused, process-driven environment delivering great customer experience.
• Excellent communication skills to build rapport with customers and stakeholders by phone and writing.
• Strong organizational skills to manage a caseload, prioritise and maintain service levels.
• Positive, proactive attitude in a fast-paced environment.
• Strong IT skills with confidence using Salesforce and Microsoft packages.

Responsibilities

• Own your claims from start to finish, from initial submission to resolution with accuracy and customer experience.
• Be the point of contact for customers, informing landlords, guarantors, letting agents and tenants throughout the journey.
• Investigate and make informed decisions, review evidence and manage insurance elements to a fair resolution.
• Find solutions, oversee repayment arrangements and move complex cases forward.
• Build strong relationships across Goodlord and with internal teams and external stakeholders to resolve queries and keep claims moving.

Skills

Customer-focused

Excellent communication

Organizational skills

Salesforce usage

Tools

Salesforce

Microsoft Office

Job description

Based in our Lincoln City Centre office 3 days per week with the remaining 2 days working remotely

The Opportunity:

• Own your claims from start to finish, taking each case from initial submission through to resolution while ensuring accuracy and a great customer experience.

• Be the point of contact for customers, clearly communicating outcomes and keeping landlords, guarantors, letting agents and tenants informed throughout the journey.

• Investigate and make informed decisions, reviewing evidence and managing the insurance elements of each claim through to a fair resolution.

• Find solutions that work for everyone, including overseeing repayment arrangements and helping move complex cases forward.

• Build strong relationships across Goodlord, working with internal teams and external stakeholders to resolve queries, overcome challenges and keep claims moving.

What we need from you:

• Experience working in a customer-focused, process-driven environment, where delivering a great customer experience is at the heart of what you do.

• Excellent communication skills, with the ability to quickly build rapport and trust with customers and stakeholders, both over the phone and in writing.

• Strong organisational skills, with the ability to manage your own caseload, prioritise effectively and keep on top of service levels.

• A positive, practical approach, with the ability to stay calm, focused and proactive when working in a fast-paced environment.

• Strong IT skills and confidence using a range of software, ideally including Salesforce and Microsoft packages.

It would be great (but not essential!) if:

• You have previous experience working in the lettings industry or within an insurance environment.

Our mission:

• Two in five people in the UK rent their homes. Our mission? To be the gold standard platform for renting

• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution

• Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 320 Goodlordians across the group supporting the mission!

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!

• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.

Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

No agencies please - we have tried and trusted partners we would turn to should we require support.