Claims Field Consultant

JOB TITLE: Claims Field Consultant

SALARY: Pay Group 4E

LOCATION: Essex, North London

HOURS: Full Time, 35 hours

WORKING PATTERN: Remote. Please note: We have sites in Halifax, Leeds and South Wales – travel to these sites to attend events and training will be necessary

About this Opportunity:

At Lloyds, we understand that a house is more than just bricks and mortar – it is a home. We often meet customers during difficult circumstances, and when you join our fantastic team, you can make a real difference in their lives, helping them get back on track.

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 effect cost control.

You'll support customers through remote claims management and home visits, providing face-to-face support when our customers 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;ll validate and resolve claims across all areas of policy cover, assessing buildings damage and creating repair schedules, and effectively managing customer expectations.

Previous experience with home working is desirable.

What you'll be doing:

• Proactively manage customer visits and remote claims management

• to deliver effective customer outcomes, collaborating with Hybrid Claim Owners across your Hybrid Claims Unit

• Deliver effective, 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 the 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 towards resolution through your involvement

• 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

What you’ll need:

• 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 organization (planning, time management, file management, complaints management) and proactive oversight of a caseload of customer claims, including during surge/peak activity (high claims volumes)

About working for us:

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

Ready for a career where you can have a positive impact as you learn, grow and thrive?

Apply today and find out more.