Risk & Assurance Officer

Main purpose of post: To ensure the provision of a high-quality and professional risk and insurance service that integrates best practice and customer focus with all aspects of service delivery and complies with statutory and policy requirements for the service. To pro-actively deal with customer queries regarding the services provided by the risk and insurance service and the handling of insurance claims, taking ownership of matters and providing customer-focused outcomes. To ensure the risk and insurance service is a support function that is proactive, takes ownership, and maximises benefit from technological changes, focuses on becoming a data-led, value-adding professional advisory and support function whilst also ensuring appropriate controls are in place for the effective processing of insurance claims. To support the Insurance Manager and Assistant Director of Risk and Insurance in delivering a value-adding, customer-focused risk and insurance function that collaborates with service colleagues and other professional functions to meet the needs of that directorate, the changing environment they work in whilst also delivering on corporate objectives and responsibilities.

Key areas of responsibility include:

• The provision of advice and support to business units, directorates and schools on corporate insurance matters, policy coverage and compliance, and to assist them in identifying trends, issues and managing avoidable loss.
• The investigation and handling of all insurance claims made by the council such as property damage, business interruption, engineering, computer, money and fidelity guarantee claims, and to ensure that they are handled in accordance with the relevant insurance policy terms and conditions.
• The investigation and handling of all compensation claims made against the council by third parties such as employers and public liability claims, and to ensure that they are handled in accordance with the Ministry of Justice claims portals and the relevant insurance policy terms and conditions and within the relevant legal framework such as the Civil Procedure Rules.
• To effectively manage customer service requests and enquiries for all insurance services including leaseholders, schools, community organisations and other customers of risk & insurance services.
• The management of day-to-day operational aspects of the service including engineering inspections & progressing recommendations, leaseholder insurance arrangements, risk improvement projects, case management, payments and office administration.

Key Accountabilities:

• To handle from initial receipt through to conclusion, insurance claims in accordance with any relevant insurance policy conditions, claims handling protocols, and ensuring compliance with the relevant Civil Procedure Rules/Protocols.
• Carry out thorough investigations of compensation claims made against the council, including obtaining all relevant inspection and maintenance documentation, witness statements and other documentation necessary to assess the case.
• Prepare and maintain a case plan for each claim handled and to obtain all relevant documentation, statements, medical records, photographs, receipts and other evidence required to adequately assess the claim within the relevant timeframes.
• Undertake a proactive review of all relevant facts for the detection of potential fraud and/or the exaggeration of claims, and to liaise with colleagues to progress any suspected fraud for further investigation.

Focus on and promote the Customer Experience, ensuring that insurance and claims services are provided in a consistent, customer-focused manner, and feedback from customers is actively sought. Awareness and understanding of the civil justice process as it relates to compensation claims. Experience of handling compensation claims including decision making on liability and quantum issues. Experience of dealing with customers by telephone, in writing and face to face, and providing them with advice and assistance on insurance related matters. Excellent IT skills, particularly spreadsheets and databases. Possession of a recognised insurance or risk qualification such as Chartered Insurance Institute or significant experience of working in a risk and insurance environment.