Customer Claims & Dispute Specialist in London

We welcome and encourage all applicants to submit your application directly at the LEGO Careers Portal. Are you excited to help ensure timely claims resolution and maintain positive relationships with clients? Join the LEGO Group® and play a key role in ensuring efficient, compliant, and customer-focused claims handling within our Order to Cash (OTC) function!

Core Responsibilities

• Review, investigate, and process claims in accordance with policy terms, internal guidelines, and regulatory requirements.
• Analyze coverage, liability, and damages to determine claim eligibility and appropriate settlement outcomes.
• Manage assigned claim portfolios, including complex or high-risk cases, ensuring timely resolution.
• Gather, evaluate, and validate documentation, reports, and supporting evidence related to claims.
• Communicate with customers, logistics providers, and internal partners to resolve claims efficiently.
• Identify potential fraud or recovery opportunities and escalate where necessary.
• Prepare claim recommendations, settlements, denials, and credit notes in line with policies.
• Maintain accurate claim records and ensure compliance with audit and documentation standards.
• Monitor claim progress, timelines, reserves, and ensure adherence to SLAs, benchmarks, and guidelines.

Do you have what it takes?

• Proven experience in claims, international customer service or order management.
• Proven ability to work collaboratively in a global setting, with an end-to-end process approach.
• Advanced level of English and additional language is a plus to support the APAC region.
• Excellent interpersonal and communication skills, with the ability to engage both internal and external partners.
• Strong collaboration skills and ability to build trust and credibility across teams.

What would be an advantage?

• Experience working in a Shared Service Center environment with a focus on process optimization.
• Experience with SAP, HighRadius, or other claims/dispute management systems.

What’s in it for you?

• Family Care Leave - We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.
• Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.
• Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.
• Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (e.g. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.