Claims Field Consultant

An exciting opportunity to join us as a Field Consultant in our Hybrid Claims Management Teams across the UK. We manage a portfolio of claims up to £50,000 delivering brilliant customer outcomes, outstanding technical claims management and effective cost control. You'll support customers through remote claims management and home visits, providing face‑to‑face support when they need it most. You'll be part of an end‑to‑end claims management team, working collaboratively with Hybrid Claim Owners and our suppliers.

In addition, you will validate and resolve claims across all areas of policy cover, assess building damage, create repair schedules, and effectively manage customer expectations. Previous experience with home working is desirable.

• Proactively manage customer visits and remote claims management to deliver effective customer outcomes, collaborating with Hybrid Claim Owners across your Hybrid Claims Unit.
• Deliver efficient site work validated by accompanied visit and quality assessment, including identification and action‑planning for customer vulnerabilities, aligned to Health & Safety risk appetite and controls.
• Efficiently manage competing priorities and diverse demands of multiple individual customer journeys across a range of perils and claims types referred to you by Hybrid Claim Owners, ensuring claims under your control are effectively action‑planned and gain maximum momentum toward resolution.
• Complete building scoping as part of first‑visit activity utilising LBG SOR, collecting and analysing data from site inspection, photos/videos content and other sources, using a variety of tools and methods to ensure accurate validation and settlement of customer claims across all policy sections.
• Use individual claim data to support effective management of your workload and delivery of customer purpose.
• Work collaboratively within your Hybrid Claims Unit to drive and develop technical knowledge, customer and claim management skills.

• Full and current driving licence.
• Insurance claims qualification (CII/CILA) or willingness to undertake this.
• General insurance claims experience with detailed knowledge and understanding of insurance policies and claim handling philosophies.
• Excellent knowledge of building construction techniques, common causes of building failure/defects, and required repairs.
• Awareness of Health and Safety requirements for site work.
• Excellent oral and written communication skills to support customers and deliver decisions with compassion across various media (face‑to‑face, telephone, digital/virtual channels).
• Ability and experience in identifying, evaluating, and supporting vulnerable customers, including action‑planning and tailored claims settlement solutions.
• High degree of personal organisation (planning, time management, file management, complaints management) and proactive oversight of a caseload of customer claims, including during surge/peak activity (high claims volumes).

• A generous pension contribution of up to 15%.
• An annual performance‑related bonus.
• Share schemes including free shares.
• Benefits you can adapt to your lifestyle, such as discounted shopping.
• 30 days holiday, with bank holidays on top.
• A range of wellbeing initiatives (including private Medical) and generous parental leave policies.

We welcome applications from under‑represented groups, are disability confident and offer reasonable adjustments throughout the recruitment process. We are committed to building a workforce that reflects the diversity of the customers and communities we serve.