Structural Warranty Claims Specialist | Hybrid Working

HSB; Birkenhead; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Pension contribution

Annual bonus

Private medical cover

Life assurance

Wellbeing & development

CPD support

Hybrid working

Job summary

HSB (UK and Ireland) is seeking a Claims Handler to manage a caseload of Structural Warranty claims at the Birkenhead Head Office. You will be the main contact for policyholders, guiding them through the claims process and ensuring fair, timely outcomes.

You will work with Claims Team Leaders and internal stakeholders to progress claims, apply FCA regulations, and maintain accurate records while upholding high service standards.

Qualifications

• Experience handling insurance claims and delivering a high standard of customer service.
• Knowledge of FCA regulations and applying them in claims handling.
• Customer-focused mindset with a drive for fair, consistent outcomes.
• Strong investigation, problem-solving and analytical skills.

Responsibilities

• Manage a caseload of new and existing Structural Warranty claims within delegated authority.
• Be the main point of contact for policyholders throughout the claim lifecycle.
• Handle inbound calls and correspondence, guiding customers through the claims process.
• Gather, review and record information and documentation to assess claims.
• Assess claims fairly to ensure appropriate coverage decisions.
• Proactively manage small to medium value/complexity claims and settle fairly.
• Maintain claim reserves throughout the lifecycle of each claim.
• Handle declinatures and appeals in line with policy terms and regulatory requirements.
• Collaborate with insurers, solicitors, surveyors and internal teams to progress claims.
• Identify potential recovery or mitigation opportunities with the Recoveries Team.
• Ensure customers are treated fairly, including those who are vulnerable.
• Adhere to FCA regulations, industry standards and internal quality frameworks.
• Contribute to review and continuous improvement of claims processes.

Skills

Claims handling

Customer service

FCA regulations

Investigation skills

Analytical skills

Communication skills

Time management

MS Office

Team player

Independent decision-making

Education

CII qualification

Tools

Microsoft Office

Claims systems

Job description

HSB (UK and Ireland) is seeking a Claims Handler to manage a caseload of Structural Warranty claims at the Birkenhead Head Office. You will be the main contact for policyholders, guiding them through the claims process and ensuring fair, timely outcomes.

You will work with Claims Team Leaders and internal stakeholders to progress claims, apply FCA regulations, and maintain accurate records while upholding high service standards.