Hybrid Claims Owner

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: As a Hybrid Claims Owner in General Insurance Customer Operations, you will join a team of customer-focused problem solvers, tailoring and delivering solutions to a wide range of claim situations where customers really need your help. You will take ownership of customers claims to deliver an outstanding customer experience while ensuring the bank's money is used responsibly in line with policy cover. You will work with peers in your Hybrid Claims Team and collaborate with Hybrid Field Consultants who visit customers in their homes to deliver great service aligned to our customer purpose. You'll actively contribute to a culture of increasing technical competence and growth in personal expertise. In General Insurance Customer Operations, we Protect Customers' Homes - we often meet customers in difficult circumstances, and we help them get their lives back on track. This is more than just bricks and mortar - this is their home, and we know how important this is. When you join this team, you can really make a difference in our customers' lives.

• To be supportive and able to win customers' confidence from your first discussion about their claim, taking ownership of their queries, establishing rapport quickly and providing the highest level of customer experience.
• A desire to collaborate with colleagues, adding to a caring environment where colleagues feel encouraged and valued.
• Ability to work closely with Hybrid Field Consultants and together deliver great claim outcomes in relation to service, indemnity spend control and technical accuracy.
• Knowledge of, and be able to correctly interpret insurance contracts, principles and practice of insurance as defined by Group standards, Financial Conduct Authority / Industry requirements.
• Excellent communication skills, with the ability to oversee a caseload of customer claims. Ability to tailor your approach to ensure customer expectations are managed throughout the claims journey, leading investigation, validation, progression and resolution processes.
• Deploy skills, expertise and experience fluidly and effectively to deliver outstanding claims management and customer service, aligned to product terms and conditions.
• Demonstrate customer focussed complaints management in compliance with Lloyds Banking Group and Regulatory expectations.
• Identify fraud, misrepresentation and non-disclosure within claims under your control, undertaking effective tactical investigation, evidence gathering and customer challenge, pulling on appropriate resources to support where appropriate.
• Work towards the attainment of relevant qualifications (e.g. Chartered Insurance Institute / British Damage Management Association qualifications).
  
  Join us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you'll find them all here.
  
  Embrace the Lloyds Banking Group's values and behaviours while acting inclusively, creating an environment where diversity is valued and where colleagues and customers are treated with dignity and respect.
• Keep our business safe through effective risk management policies, processes and procedures.
About working for us Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know. 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 holiday
• 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?