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Job Description Summary

Job Description

JOB TITLE: Complex Claims Field Consultant (Internal Loss Adjuster – Major Loss)

SALARY:  Will be discussed at interview (depending on experience)

LOCATION: West London and surrounding areas

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

About this opportunity:

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 Complex Claims Management Teams across the UK.

You’ll support customers through various media and visit their homes to provide face-to-face support and claims management when needed most. You’ll work collaboratively across the claim’s teams and with our suppliers to validate and determine the value of claims, arrange repairs and manage customers’ expectations.

Previous experience with home working is desirable.

What you’ll be doing:

• Proactively manage customer visits and remote claims management to deliver effective customer outcomes, collaborating with Complex Claim Owners across your Complex 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 Complex Claim Owners, ensuring claims under your control are effectively action-planned and gain maximum momentum towards resolution through your involvement

• Work within our building contractor network utilising our LBG schedule of rates, 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 Complex Claims Unit to drive and develop technical knowledge, customer and claim management skills

Why Lloyds Banking Group?

Join us and as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces and a wide variety of career opportunities – you’ll find them all here.

What you’ll need for these roles:

• Full and current driving licence

• Insurance claims qualifications (CII/CILA) or willingness to undertake them

• Building/Structural qualifications (desirable for roles in our Complex team, but not essential)

• General insurance claims experience (2+ years) with detailed knowledge and understanding of insurance policies and claim handling philosophies.

• Awareness of Health and Safety requirements for site work

• Excellent knowledge of building construction techniques, common causes of building failure/defects, and required repairs

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)

About working for us:

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

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.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days holiday, with bank holidays on top

• A range of wellbeing initiatives (including private Medical) and generous parental leave policies

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.