Insurance & Risk Officer – AR in London

To deliver a high-quality, professional insurance and risk management service that supports the Council in managing risk, handling insurance and compensation claims effectively, and ensuring compliance with statutory, legal, and policy requirements. The post holder will manage insurance and liability claims from initial notification through to resolution, provide expert advice on insurance matters, support risk reduction initiatives, and deliver a customer-focused service to internal and external stakeholders.

Key Responsibilities

• Handle insurance claims from receipt to conclusion, ensuring compliance with insurance policy terms, claims handling protocols, Civil Procedure Rules, and Ministry of Justice claims processes.
• Investigate compensation claims made against the Council, including public liability and employer’s liability claims, gathering evidence such as inspection records, maintenance documentation, witness statements, and photographs.
• Assess liability and quantum, issue formal decisions within required timescales, and negotiate settlements in line with Judicial College Guidelines and relevant legal frameworks.
• Manage Council insurance claims including property damage, business interruption, engineering, money, fidelity guarantee, and computer-related claims.
• Identify potential fraud or exaggerated claims and liaise with appropriate colleagues to progress investigations where required.
• Undertake loss adjusting activities and make recommendations to prevent recurrence of incidents and reduce future claims exposure.
• Analyse claims data to identify trends, emerging risks, and opportunities for risk reduction.
• Support and deliver risk improvement initiatives and projects, including influencing service areas to implement effective risk controls.
• Provide risk management advice, reporting, and training on operational and strategic risk issues.
• Provide professional advice and guidance to Council services, schools, leaseholders, and community organisations on insurance coverage, policy compliance, and risk management.
• Deliver a customer-focused service, responding to enquiries clearly, consistently, and empathetically, and taking ownership of issues through to resolution.
• Administer leaseholder insurance arrangements, including responding to enquiries, claims queries, and issuing insurance documentation.
• Maintain effective working relationships with insurers, brokers, solicitors, loss adjusters, contractors, and internal stakeholders to ensure timely progression of claims.
• Manage engineering inspection portfolios (e.g. lifting equipment and pressure plant), ensuring inspections are completed and recommendations followed up.
• Prepare performance, risk, and management reports highlighting claims trends and mitigation actions.
• Maintain accurate records using claims management systems and financial systems, including processing payments and maintaining databases.
• Promote Equality, Diversity and Inclusion, ensuring inclusive working practices are embedded into all aspects of service delivery.

Person Specification (Summary)

Essential Experience

• Experience handling insurance and/or compensation claims, including decision-making on liability and settlement values.
• Understanding of the civil justice process and claims handling protocols.
• Strong customer service experience, dealing with a wide range of stakeholders.
• Excellent IT skills, including databases and spreadsheets.

Qualifications

• A recognised insurance or risk qualification (e.g. CII), or equivalent relevant experience in a risk and insurance environment.

Core Behaviours

• Focus on People
• Taking Ownership
• Working Collaboratively
• Communicating Effectively
• Focus on Results