Complex Loss Claims Handler - Insurance Division - Home Insurance Claims

Job Title: Complex Loss Claim Handler – Insurance Division – Home Insurance Claims

Salary: £30,202 - £34,969 (depending on experience)
Location: Halifax
Hours: Full-time, 35 hours per week

This role operates on a rotating shift pattern covering our opening hours:

• Monday to Friday: 8:00am - 6:00pm
• Saturday: 9:00am - 1:00pm

We welcome applications from candidates seeking reduced hours or job share arrangements, subject to business requirements

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, in the office - Halifax Trinity Road Office.

About the Role

When a customer experiences a major incident such as a fire, flood, or other significant damage to their home, they need someone they can trust to guide them through the claims process. As a Complex Claims Owner, you'll be that person.

You'll take ownership of a portfolio of complex insurance claims from start to finish, helping customers navigate difficult situations and ensuring claims are handled fairly, efficiently and professionally.

This is a role where no two days are the same. You'll investigate claims, gather information, work with suppliers and legal representatives, and make decisions that balance great customer outcomes with effective cost management.

Most importantly, you'll provide support and reassurance to customers at what can often be one of the most stressful times in their lives.

What You'll Be Doing

• Managing a caseload of complex insurance claims through to resolution.
• Acting as the main point of contact for customers, keeping them informed and supported throughout their claim.
• Reviewing information, evidence and documentation to assess claims and make informed decisions.
• Working with colleagues, repair partners, suppliers, solicitors and other insurers to progress claims efficiently.
• Identifying opportunities to recover costs where another party may be responsible.
• Ensuring claims are settled fairly, in line with policy terms and industry regulations.
• Delivering excellent customer service while managing costs effectively.

What We're Looking For

You'll enjoy solving problems, making balanced decisions and helping customers through challenging situations.

We're particularly interested in candidates who can demonstrate:

• Experience handling insurance claims or working within the insurance industry.
• Strong communication skills, both written and verbal.
• The ability to build trust and rapport with customers.
• Confidence managing multiple cases and prioritising workloads.
• Strong investigation and analytical skills.
• The ability to work collaboratively with a range of internal and external stakeholders.
• Experience dealing with complex customer situations and achieving positive outcomes.

• Experience of claims recovery, liability claims or legal processes would be beneficial but is not essential.

Why Join Us?

This role offers the opportunity to build specialist technical expertise while making a real difference to customers when they need support the most.

You'll be part of a supportive team environment that encourages learning, development and professional growth. We actively support colleagues who wish to achieve industry-recognised qualifications such as Cert CII, CILEx or other relevant insurance qualifications.

If you're looking for a role where you can combine customer service, investigation, decision-making and problem solving, we'd love to hear from you.

About Us

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.

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’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. 
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. 

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern. 

We are proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process 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 bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 24 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies.

Want to do amazing work, that’s interesting and makes a difference to millions of people? 
Join our journey