Claims Field Consultant in London

We support flexible working – click here for more information on flexible working options.

Flexibility in when hours are worked.

Job Description Summary:

LOCATION: Northwest/North London

HOURS: Full Time, 35 hours

WORKING PATTERN: Remote. Please note: We have sites in Halifax, Leeds and South Wales – frequent travel to these sites to attend events and training will be required.

At Lloyds, we understand that a house is more than just bricks and mortar – it is a home. We often meet customers during difficult circumstances, and when you join our fantastic team, you can make a real difference in their lives, helping them get back on track.

An exciting opportunity to join us as a Field Consultant in our Hybrid Claims Management Teams across the UK. We manage a portfolio of claims up to £50,000 delivering brilliant customer outcomes, outstanding technical claims management and effective cost control.

You'll support customers through remote claims management and home visits, providing face-to-face support when our customers need it most. You'll be part of an end-to-end claims management team, working collaboratively with Hybrid Claim Owners and our suppliers. In addition, you'll validate and resolve claims across all areas of policy cover, assessing buildings damage and creating repair schedules, and effectively managing customer expectations.

Previous experience with home working is desirable.

Your accountabilities will include:

• Proactively manage customer visits and remote claims management to deliver effective customer outcomes, collaborating with Hybrid Claim Owners across your Hybrid Claims Unit.
• Deliver effective, efficient site work validated by accompanied visit and quality assessment, including identification and action-planning for customer vulnerabilities, aligned to Health & Safety risk appetite and controls.
• Efficiently manage the competing priorities and diverse demands of multiple individual customer journeys across a range of perils and claims-types referred to you by Hybrid Claim Owners, ensuring claims under your control are effectively action-planned and gain maximum momentum towards resolution through your involvement.
• Complete building scoping as part of first-visit activity utilising LBG SOR, collecting and analysing data from site inspection, photos/videos content and other sources, using a variety of tools and methods to ensure accurate validation and settlement of customer claims across all policy sections.
• Use individual claim data to support effective management of your workload and delivery of customer purpose.
• Work collaboratively within your Hybrid Claims Unit to drive and develop technical knowledge, customer and claim management skills.

What you’ll need for this role:

• Insurance claims qualifications (CII/CILA) or willingness to undertake them.
• Full and current driving licence.
• General insurance claims experience with detailed knowledge and understanding of insurance policies and claim handling philosophies.
• Excellent knowledge of building construction techniques, common causes of building failure/defects, and required repairs.
• Knowledge of Health and Safety requirements for site work.

We're looking for people who have:

• Excellent oral and written communication skills to support customers and deliver decisions with compassion across various media (face-to-face, telephone, digital/virtual channels).
• Ability and experience in identifying, evaluating, and supporting vulnerable customers, including action-planning and tailored claims settlement solutions.
• High degree of personal organization (planning, time management, file management, complaints management) and proactive oversight of a caseload of customer claims, including during surge/peak activity (high claims volumes).

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.