Job Title
Hybrid Claims Owner
Salary
£30,202 - £41,327 (depending on experience)
Location
Halifax/Leeds
Hours & Working Pattern
Full Time, 35 hours per week, rotational shift pattern across operating hours (8am‑6pm Monday‑Friday and 9am‑1pm Saturday).
Hybrid working: at least two days per week (40%) at one of our office sites in Halifax/Leeds.
Job Summary
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. 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.
You’ll work closely with your Hybrid Claims colleagues and Hybrid Field Consultants who visit customers in their homes, collaborating to deliver the best possible outcomes. You’ll also contribute to a culture that values technical excellence, learning, and personal growth.
Qualifications & Experience
* 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
Benefits
* 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, with bank holidays on top
* A range of wellbeing initiatives and generous parental leave policies
Diversity & Inclusion
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.
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