Senior Claims Handler in Birkenhead

Location: Birkenhead Head Office

Division: Operations

Reporting to: Claims Team Leader

As a Claims Handler, you will play a key role within the Claims team, managing new and existing Structural Warranty claims within delegated authority. You will act as a trusted point of contact for policyholders, ensuring claims are handled fairly, efficiently and in line with FCA regulations, internal procedures and service standards. This role offers the opportunity to manage your own caseload while collaborating closely with Claims Team Leaders, the Head of Claims and wider stakeholders to deliver positive and timely customer outcomes.

Your Job

• Manage a caseload of new and existing Structural Warranty claims, within delegated authority levels.
• Act as the main point of contact for policyholders throughout the lifecycle of a claim.
• Handle inbound calls and correspondence, providing clear guidance on the claims process and delivering an excellent customer experience.
• Gather, review and accurately record all relevant information and documentation required to assess claims.
• Assess claims fairly and consistently to ensure appropriate coverage decisions are made.
• Proactively manage claims of small to medium value and complexity, ensuring valid claims are settled fairly and promptly.
• Set and maintain appropriate claim reserves throughout the lifecycle of each claim.
• Handle claim declinatures and appeals in line with policy terms and regulatory requirements.
• Work closely with insurers, solicitors, technical surveyors and internal teams to progress claims efficiently.
• Collaborate with the Recoveries Team to identify potential recovery and/or mitigation opportunities.
• Ensure customers are treated fairly at all times, including those who may be vulnerable.
• Adhere to legal requirements, FCA regulations, industry standards and internal quality frameworks.
• Contribute to the review and continuous improvement of claims processes.
• Undertake any other duties as reasonably required.

Your Profile

• Experience handling insurance claims and delivering a high standard of customer service.
• Working knowledge of FCA regulations and an understanding of their application within claims handling.
• A customer‑focused mindset, with a strong commitment to fair and consistent outcomes.
• Strong investigation, problem‑solving and analytical skills.
• Ability to manage a varied caseload, prioritise effectively and meet deadlines.
• Confident decision‑maker, able to assess coverage and progress claims independently within delegated authority.
• Calm and resilient, able to work effectively under pressure and handle challenging situations.
• Excellent written and verbal communication skills, with the ability to engage professionally with customers, colleagues and external stakeholders.
• Well organised and detail‑focused, with the ability to maintain accurate and well‑structured claim files.
• A collaborative team player who works well with others.
• Familiarity with insurance claims systems and processes; experience within construction, property or latent defects claims is an advantage.
• Confident using IT systems, including Microsoft Office applications.
• To have, or be working towards, insurance‑related qualifications such as CII.

Diversity, Equity & Inclusion

At HSB, Diversity, Equity and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing DEI is at the core of who we are. We recognise diversity can be multi‑dimensional, intersectional and complex, and we aim to build a diverse workforce that reflects a wide range of backgrounds, identities, experiences and perspectives. We are committed to creating an equitable and inclusive work environment where everyone feels valued, respected and supported to succeed. All candidates may request a reasonable adjustment at any stage of the recruitment process by speaking with their Talent Acquisition contact.

Benefits

• 25 days’ annual leave plus bank holidays and well‑being days
• Up to 13% pension contribution
• Eligibility for an annual bonus
• Private medical cover
• Life assurance
• Wellbeing and development scheme, including EAP
• Study and continuing professional development support
• Hybrid working