Technical Claims Technician

ARAG Legal Services UK; West of England; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

26 days holiday + bank holidays + My2?

Contributory pension up to 10%

Annual leave buy-up option

Employee Reward and Incentive Scheme

Career development opportunities

Sports and Social club discounts

Group income protection

Group Legal Protection

Health benefits and discount hub

Job summary

ARAG UK in Bristol seeks a Technical Claims Consultant to join the Technical Excellence function, combining strong technical claims knowledge with a bias towards management information, capacity planning and the responsible adoption of AI and digital tools.

You will work alongside Technical Claims Managers and the Head of Technical Claims, translating claims data into clear, actionable insight, supporting decisions on workload and resources, and identifying opportunities for AI and automation to

Qualifications

• Technical claims knowledge and understanding of claims handling activities.
• Experience analysing operational or claims data and producing meaningful MI.
• Strong Excel skills and ability to learn MI systems.
• Understanding capacity planning, workflow demand, productivity or resource utilisation.
• Interest in AI, automation and digital improvement with governance awareness.
• Proven communication, stakeholder management and influencing skills.
• Ability to manage multiple priorities and deliver high quality work to deadlines.
• Experience using Cognos and/or Power BI.
• Experience in forecasting, workforce planning or capacity modelling.
• Experience supporting AI, automation, system development or digital change.
• A relevant professional qualification such as the Dip CII.

Responsibilities

• Provide technical guidance on claims decisions and policy interpretation.
• Conduct claims audits and provide technical oversight.
• Identify opportunities to improve handling, reduce leakage and improve customer outcomes.
• Monitor regulatory and industry developments and translate to practical recommendations.
• Support training, knowledge sharing and development of claims capability.
• Build relationships and influence stakeholders across the business.
• Develop, monitor and report on Claims KPIs and performance measures.
• Analyse claims costs, volumes, trends, and operational performance.
• Use MI to identify risks, gaps and improvement opportunities.
• Support MI tools like Cognos and Power BI in use across teams.
• Analyse volume, workflow demand, productivity and resource utilisation.
• Assist capacity planning across Claims.
• Collaborate with Claims, Data, IT, Risk, Compliance and Change teams on AI use cases.
• Help colleagues adopt new technology with governance.

Skills

Technical claims knowledge

Data analysis

Excel skills

Power BI

Cognos

Stakeholder management

Capacity planning

AI & digital tools interest

Attention to detail

Communication

Education

Dip CII

Tools

Cognos

Power BI

Excel

Job description

ARAG UK currently have an excellent opportunity in our Bristol office. This is a fantastic opportunity to work in an environment where you can help deliver on our commitment to Access to Justice by joining the largest UK Legal Expenses insurer. We are looking for a forward-thinking Technical Claims Consultant to join our Technical Excellence function. This is an influential role within Claims, combining strong technical expertise with a bias towards management information, capacity planning and the responsible adoption of AI and digital tools.

You will work alongside Technical Claims Managers and the Head of Technical Claims, using your knowledge and analytical skills to identify trends, improve performance and help ensure Claims capability meets changing customer and business needs.

This role offers the opportunity to make a visible impact across the Claims function. You will translate claims data into clear, actionable insight; support informed decisions on workload and resources; and help identify practical opportunities for AI, automation and digital tools.

You will also provide technical oversight and guidance, contribute to continuous improvement and support the delivery of a market-leading claims service that provides great service and value for customers.

What You Will Be Doing

Technical Claims Excellence

• Provide technical guidance on claims decisions, policy interpretation and complex referrals.
• Conduct claims audits and provide appropriate technical oversight.
• Identify opportunities to improve claims handling, reduce leakage and strengthen customer outcomes.
• Monitor regulatory, legislative and industry developments and translate them into practical recommendations.
• Support training, knowledge sharing and the development of claims capability.
• Build trusted relationships and influence stakeholders across the business.
• Develop, monitor and report on Claims KPIs and performance measures.
• Analyse claims costs, volumes, trends, leakage, declinatures, customer outcomes and operational performance.
• Use management information to identify emerging risks, performance gaps and opportunities for improvement.
• Support the development and effective use of MI tools, including Cognos, Power BI and Excel.
• Analyse claims volumes, workflow demand, productivity, resource utilisation and operational performance.
• Support short, medium and long term capacity planning across Claims.
• Work collaboratively with operational leaders to improve efficiency, prioritisation and workflow management.
• Monitor the impact of operational, regulatory, product and market changes on future capacity requirements.
• Work with Claims, Data, IT, Risk, Compliance and Change stakeholders to identify valuable and practical use cases for AI and Digital Tools.
• Help colleagues understand and confidently adopt new technology while maintaining appropriate human oversight and governance.

About You

You will be an analytical and commercially aware claims professional who can combine technical claims knowledge with curiosity, sound judgement and a practical approach to change.

You will be comfortable working with data, asking the right questions and explaining what the information means for customers, colleagues and the business. You do not need to be a data scientist or AI developer, but you should have a genuine interest in how insight and emerging technology can improve Claims.

Essential Knowledge and Experience

• Technical claims knowledge and a thorough understanding of claims handling activities.
• Experience of analysing operational or claims data and producing meaningful management information.
• Strong Excel skills and the ability to learn relevant MI systems.
• An understanding of capacity planning, workflow demand, productivity or resource utilisation.
• An interest in AI, automation and digital improvement, with an awareness of the importance of responsible governance.
• Proven communication, stakeholder management and influencing skills.
• The ability to manage multiple priorities and deliver high quality work to deadlines.
• A continuous improvement mindset and willingness to take a practical, hands-on approach.
• Experience using Cognos and/or Power BI.
• Experience of operational forecasting, workforce planning or capacity modelling.
• Experience supporting AI, automation, system development or digital change.
• A relevant professional qualification, such as the Dip CII.

We offer a range of excellent benefits designed to support you and your lifestyle including:

• 26 days holiday + bank holidays+ 'MyDay' (1 day to take at your discretion during the year)
• Contributory company pension scheme (up to 10% employer match)
• Opportunity to buy up to 5 days of annual leave every year
• Employee Reward and Incentive Scheme
• Progressive career pathway and development opportunities
• The option to join our Sports and Social club which organises discounted events such as theatre visits, sporting events and shopping trips
• Group Income Protection for all employees
• Group Legal Protection for all employees
• European Motor Assistance and Home Emergency Assistance
• Inclusion in our Health Cash plan
• Salary sacrifice benefits including Cycle scheme
• Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK