Protection Specialist

Gallagher is a global leader in the insurance industry, renowned for its commitment to excellence and customer satisfaction. With a rich history spanning over 95 years, our organization has built a reputation for providing top-notch services to clients across the globe.

As a part of our dynamic team, you will have the opportunity to work with a diverse group of professionals who share your passion for problem-solving and risk management. Our collaborative environment fosters growth, learning, and innovation, making it an ideal place to develop your skills and advance your career.

We are seeking an ambitious and skilled Protection Specialist - Claims Expert to join our successful team in Llantrisant. As a key member of our Claims Handling division, you will play a pivotal role in delivering exceptional service to our clients and contributing to the continued success of our organization.

In this challenging yet rewarding role, you will be responsible for handling claims from receipt to conclusion, ensuring all relevant Line of Business systems are updated regularly, and maintaining accurate data at all times. You will also provide technical advice to clients throughout the claims process, manage claims under supervision, and liaise with senior claims colleagues regarding any issues or concerns.

• Claims Handling:
  • Offer appropriate technical advice to clients throughout the claims process, being supportive, empathetic, and effectively managing their expectations regarding the claims process, timescales, policy, and/or legal liability and quantum.
  • Ensure all relevant Line of Business systems are updated regularly and that data held is 100% accurate at all times.
  • Support the claims team in the administrative cycle of claims handling.
  • Manage claims from receipt to conclusion under supervision and in accordance with authority level, including but not limited to:
    • Ensuring all necessary documentation is requested from the client (including completed claim forms, where applicable), in accordance with FCA protocols and/or any other regulatory requirements.
    • Arranging the appointment of loss adjusters or suppliers as appropriate.
    • Forwarding relevant documents to clients, notifying Insurers and documenting accordingly.
    • Liaising with senior claims colleagues regarding any issues, queries, or areas of concern which may arise.
    • Ensuring any payments are chased appropriately, where applicable.
    • Ensuring all relevant inward/outward correspondence is added to each file in the correct order, including contemporaneous notes of any telephone conversations/meetings.
    • Processing all claims notifications and further advice in accordance with retail claims SOPs.
  • Customer Service:
    • Actively supporting the client service team, including attending PRISMs.
    • Attending and actively contributing at client meetings.
    • Updating and advising clients and Insurers of all events and discussions during the claims process, ensuring complete client satisfaction.
    • Developing working relationships with clients, Insurers, and internal stakeholders to promote customer satisfaction.
    • Communicating and/or presenting information in a clear manner.
    • Actively seeking out customer feedback to continuously improve the business and claims function.
  • Leadership:
    • Managing own workload in order to service the client promptly and efficiently and in accordance with group SLAs.
    • Demonstrating an active approach to continuous improvement for themselves and the business.
  • Data Management:
    • Ensuring that claims statistics, when required by the client, placing department, or Insurers, are accurate and produced in accordance with SLAs.
  • Risk and Governance:
    • Identifying and informing your Line Manager of any complaints and/or claims which may generate a complaint and handle in accordance with the retail claims complaints procedure.
    • Ensuring market/insurance/legislation and other technical knowledge is developed and maintained to enable efficient claims handling.
    • Complying with Gallagher Professional Standards Manual in accordance with statutory requirements for role with specific attention to Treating Customers Fairly and Consumer Duty.
    • Carrying out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance, and Gallagher's shared values, in particular, putting clients at the heart of our business.
  About You

We are looking for a highly motivated and experienced individual who possesses excellent communication and interpersonal skills. The ideal candidate will have previous experience handling claims, a Cert CII/Dip CII qualification desirable, and educated to GCSE standard or equivalent.

The successful candidate will be able to demonstrate a strong client service drive, forward planning, and analytical skills. They will also possess exceptional communications skills, be task-focused, and keen to develop their career. A proactive approach to work, taking initiative, and demonstrating a solution-oriented mindset are essential qualities for this role.

We offer a competitive salary range of £35,000 - £45,000 per annum, depending on experience, plus a range of benefits including a minimum of 25 days holiday, defined contribution pension scheme, life insurance, income protection, health cash plan or private medical insurance, and many more.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/belief, age, and those with caring responsibilities.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors, or customers based on protected characteristics. Equal employment opportunity will be extended in all aspects of the employer-employee relationship.