Hybrid Claims Owner

JOB TITLE:  Hybrid Claims Owner

SALARY: Pay Group 3

LOCATION:  Halifax/Leeds

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

Be there when it matters most.

As a Hybrid Claims Owner within General Insurance Customer Operations, you’ll play a vital role in helping customers through some of the most challenging moments they face. When things go wrong at home, you’ll be the calm, knowledgeable voice that reassures, guides and delivers fair outcomes.

You’ll take end-to-end ownership of customer claims, balancing empathy with sound decision-making to deliver an outstanding customer experience — while ensuring the bank’s money is used responsibly and in line with policy cover.

Working closely with your Hybrid Claims colleagues and Hybrid Field Consultants who visit customers in their homes, you’ll collaborate to deliver the best possible outcomes. You’ll also actively contribute to a culture that values technical excellence, learning, and personal growth.

In General Insurance Customer Operations, we Protect Customers’ Homes.

This is about more than bricks and mortar — it’s about people’s lives, stability and sense of security. Join us, and you can make a real difference every single day.

About us

Join a team where you can be yourself, do meaningful work, and build a career that matters.

You’ll be supported by great colleagues, enjoy modern and flexible ways of working, and benefit from a wide range of development and career opportunities. We believe that when our people thrive, our customers do too.

What you’ll need

We’re looking for people who genuinely care about customers and take pride in doing the right thing.

You’ll bring:

• A customer-first mindset, with the ability to quickly build rapport, inspire confidence, and take ownership from the very first conversation

• A collaborative approach, contributing to a supportive and inclusive team environment where colleagues feel valued

• The ability to work closely with Hybrid Field Consultants, together delivering excellent outcomes across service, spend control and technical accuracy

• Strong knowledge of insurance contracts, principles and practices, aligned to Group standards and FCA / industry requirements

• Excellent communication and organisational skills, with the ability to manage a caseload of claims end-to-end, tailoring your approach to individual customer needs

• The confidence to lead investigations, validation, progression and resolution activity throughout the claims journey

• A consistent focus on delivering high-quality claims management, aligned to product terms and conditions

• Experience of customer-focused complaint handling, meeting Lloyds Banking Group and regulatory expectations

• The ability to identify fraud, misrepresentation or non-disclosure, carrying out proportionate investigations and using specialist support where needed

• A commitment to professional development, including working towards relevant qualifications (e.g. CII or BDMA)

• A values-led approach, embracing Lloyds Banking Group behaviours, acting inclusively and treating everyone with dignity and respect

• A strong appreciation of risk management, following policies, processes and controls to keep our business safe

If you have any queries in relation to this vacancy, please contact Harriet Fitton. Her email address is HarrietFitton@halifax.co.uk.

About working for us

We’re committed to building an organisation that reflects the society we serve.

Inclusion is part of who we are — every day. We want everyone to feel they belong and are supported to do their best work, whatever their background, identity or life experience.

We were one of the first major organisations to:

• Set diversity goals for senior leadership

• Introduce a menopause health package

• Launch a dedicated Working with Cancer initiative

We particularly welcome applications from under‑represented groups, and we’re proud to be Disability Confident. If you need reasonable adjustments at any stage of the recruitment process, just let us know — we’ll be happy to support you.

Apply today and find out more!