Senior Claims Handler
Location: Birmingham office (2/3 days per week).
Overview
* Managing end-to-end claims process regardless of size (including larger, more sophisticated, or contentious claims arising with brokerage clients from investigation, evaluation, negotiation to settlement of insurance claims)
* Providing assistance and advice on large or complex transit losses and assisting to investigate any case law/relevant facts that aid satisfactory settlement and conclusion
* Utilising extensive knowledge of insurance policies, coverage types, and claims procedures to accurately assess and adjudicate claims within established timelines and guidelines
* Collaborating closely with internal departments and external vendors and other stakeholders to ensure timely and efficient resolution of claims
* Analysing claims data, identifying trends and developing strategies to mitigate risk and build reports that reduce claim frequency and improve overall claims management processes
* Providing leadership, guidance and mentoring to the Claims Handlers and other junior team members to cultivate a culture of excellence, accountability and continuous improvement
* Developing and maintaining positive relationships with clients, brokers, insurers, loss adjusters/assessors/third‑party legal representatives and industry partners to improve customer satisfaction and loyalty
* Staying abreast of industry trends, regulatory changes and emerging technologies to drive innovation and make better‑informed decisions
* Preparing and presenting reports and presentations, highlighting key performance indicators
* Visiting clients in the event of a loss to investigate surrounding circumstances and build a robust claim that brings a swift, favourable conclusion
* Negotiating with insurers to obtain the best possible settlement terms under the terms of the policy
* Acting as an advocate of the claims function and settlements
Knowledge
* Strong understanding of insurance policies, coverage types, and claims procedures (essential)
* Good experience and knowledge in commercial claims (essential)
* Brokerage experience (essential)
* Understanding of general and legal principles of insurance
* Understanding of the relevant regulatory and legal frameworks
Skills
* Excellent analytical, problem‑solving and decision‑making skills (essential)
* Outstanding communication, negotiation and interpersonal skills (essential)
* Customer‑focused approach (essential)
* Ability to work independently, prioritise tasks and meet deadlines in a fast‑paced environment
* Confident, assertive and resilient under pressure
* Ability to provide constructive feedback, coaching and mentoring to support the professional growth of junior team members (essential)
* Ability to adapt to diverse personalities, perspectives and cultural backgrounds, fostering inclusive and collaborative work environments
* Experience in compassionate care by providing emotional support, guidance and encouragement to clients in difficult or distressing situations (essential)
Qualifications
* GCSE Maths and English (or equivalent)
* A‑levels (desirable)
What do we offer in return?
* Our successes have all come from someone brave enough to try something new
* We support each other in the small everyday moments and the bigger challenges
* We are determined to make a positive difference at work and beyond
Reasonable adjustments
We are committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.
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