Referral Investigation Assistant -Exciting Opportunity (Apply Now) 12 month secondment The Role As a Referral Investigation Assistant within our Technical Services team, you’ll play a key role in investigating and validating complex or non-standard home insurance cases. You’ll combine customer communication, detailed investigation work, and collaboration with internal teams to ensure policies are accurate, risks are properly assessed, and outcomes are fair for both the customer and the business. Key Responsibilities Customer & Stakeholder Interaction Handle inbound and outbound calls relating to policy queries, building works, and investigations Gather accurate information from customers and communicate outcomes clearly and professionally Manage sensitive or challenging conversations with empathy and confidence Investigation & Validation Review and validate home insurance policies to ensure they meet underwriting standards Investigate discrepancies or potential misrepresentation through full case reviews Assess disclosures and ensure policies accurately reflect customer risk Case Management & Systems Maintain accurate and detailed records across systems and workflows Manage multiple cases simultaneously, ensuring all actions and updates are tracked Monitor referrals and reports to ensure timely follow-up Performance & Delivery Take ownership of your workload, ensuring SLAs, deadlines, and quality standards are met Deliver strong customer outcomes while reducing complaint risk Work proactively to resolve issues and drive cases to completion Compliance & Risk Awareness Ensure all investigations and communications are fair, compliant, and aligned with company policy Identify and escalate high-risk or complex cases appropriately Stay up to date with products, processes, and regulatory expectations Continuous Improvement Identify opportunities to improve processes and customer journeys Contribute ideas to enhance efficiency, accuracy, and service delivery Key Attributes for Success Organisation & Time Management Ability to prioritise effectively and manage multiple cases in a fast-paced environment Attention to Detail Strong accuracy across investigations, systems, and customer communications Problem Solving A solution-focused mindset with the ability to assess complex situations Communication Skills Confident and clear communicator, both written and verbal Handling Difficult Conversations Comfortable managing sensitive discussions with professionalism and empathy Ownership & Initiative Self-motivated with the ability to take full ownership of cases from start to finish Team Collaboration Works well within a team, contributing to shared goals and success