Senior Insurance and Claims Officer in Gateshead

Deliver expertise. Drive fairness. Support your community.

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might be the perfect match. We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time. We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive. At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we’re confident that it isn’t just the salary that attracts our staff.

Be the trusted voice in claims and risk management. Join Gateshead Council as part of a dedicated Insurance and Claims team, where you’ll play a vital role in delivering a high-quality, compliant, and customer-focused claims service. As a Senior Insurance and Claims Officer, you’ll manage a varied caseload, support the handling of insurance claims from initial enquiry through to resolution (including litigation where required), and work collaboratively with internal services and external partners. This role is key to protecting the Council’s interests, ensuring fair outcomes for customers, supporting risk management, and contributing to fraud prevention, all while maintaining professionalism, accuracy, and efficiency.

Responsibilities

• Handle insurance claims efficiently and effectively, ensuring that they are managed in accordance with relevant legislation and insurance policy terms and conditions.
• Assist the Insurance and Claims Manager in managing claims through the litigation process as required, liaising with both internal and external legal service providers.
• Provide accurate and timely responses to Freedom of Information (FOI) requests relating to insurance claims.
• Liaise effectively with all Council Services and work as part of a team, collaborating and sharing knowledge to enhance service delivery.
• Actively participate in the evaluation, development and continuous improvement of the Insurance and Claims function.
• Be conversant in, and keep up to date with, all relevant legislation, policies and procedures.
• Undertake other duties that are consistent with the requirements of the Insurance and Claims team.
• Grade I – Deputise for the Insurance and Claims Manager in their absence.

What You’ll Bring

• Minimum of 5 GCSEs or equivalent at Grade A-C or 9-4 (including Maths and English).
• Grade G – Ability to handle property and injury claims, including making decisions on liability, with some supervision. Some knowledge of legal and insurance principles and practice.
• Grade H – Ability to handle a range of insurance claims and work with minimal supervision. Some supervisory skills. Broad knowledge of legal and insurance principles and practice.
• Grade I – Has attained a professional qualification such as CII Diploma / CILEX.
• Excellent communication and negotiation skills, with the ability to adapt and handle sensitive or challenging conversations and queries via phone, Teams, and in writing.
• Proven ability to manage a busy and varied workload, meeting tight deadlines including legal timeframes.
• Confidently using digital systems and Microsoft Office, including experience of claims handling or case management systems.
• Ability to manage sensitive and complex information, accurately record case details and extract data and system reports as required.
• Strong organisational and problem-solving skills, with the ability to analyse complex information and make sound decisions.

What’s in it for you

• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don’t just offer a great salary – we invest in your future too.
• Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work-life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand-new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions – a cost-effective, environmentally friendly way to drive (after 12 months service).
• Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services – plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).

Our commitment to you

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We know that we deliver better services when our workforce reflects the full range of backgrounds and experiences in the society we serve. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role. However, in high-volume recruitment situations, it may not always be practicable to interview every eligible candidate. In such cases, we may need to prioritise those who best meet the essential criteria, based on the information provided in the application.