Claims Technical Consultant

Working Hours: This role is available on a part-time, job-share or full-time basis

Location: Flexible (we offer hybrid working so some office presence in Swindon will be required)

Closing Date: 21st April 2025

The opportunity:

We have an exciting new opportunity to be part of our Retail Protection business and join our Claims Technical Team to contribute to driving forward improvements to the technical standards, controls, practices and customer outcomes of our individual claims philosophy.

You will be primarily focused on the monitoring, analysis and development of the quality of our claims decisions, including identifying trends to help us improve outcomes for our customers and business. You will also support the management of our most complex claims, including those which have been referred to the Financial Ombudsman Service (FOS).

Using your technical skills, you will work alongside the other members of the team to continually review and develop Zurich quality and governance frameworks to ensure that we continue to always deliver the best.

You will personally contribute to the growth of our business by helping to develop new customer journeys and claims approaches, including opportunities to contribute to the digital strategy for claims to drive efficiencies and increased use of automation to optimise the customer experience.

Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren't available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing?

• Perform monthly quality sampling of claims assessments within agreed timescales
• Undertake analysis to highlight trends and recommend changes to the current claims philosophy to reflect any learnings from quality sampling
• Provide technical claims expertise to our operational claims team and other areas of the business, including providing technical input on complex claims, complaints or FOS cases
• Approve claims within limits of authority and review and recommend changes to authority for other claims assessors
• Use own initiative to identify opportunities to improve claims philosophy, processes and improve cost-effectiveness including identifying trends and reacting and adjusting to claims experience
• Identify and assess impact of legislative changes and judicial decisions on claims processing and recommend and implement appropriate revisions in practices and procedures
• Develop and deliver training on a range of claims related topics
• Help develop, maintain & communicate claims philosophies
• Demonstrate expert knowledge of systems, products, processes and procedures in the claims environment
• Contribute to company-wide projects that require claims input, including product developments when required
• Share knowledge and expertise with other team members, identify training needs within the claims teams and ensure appropriate training is delivered
• Liaise with reassurance partners on complex claims or product developments and maintain sound, supportive relationships
• Ensure claims investigations are conducted in accordance with regulatory requirements, risk policy, local legislation or best practice regarding claims assessment (e.g. medical confidentiality, misrepresentation etc)

Who are we looking for?

• You will already have a high level of claims authority and experience covering all areas of death, critical illness, income protection from within individual and/or corporate risk markets
• You have excellent verbal and written communication skills along with being good at problem solving and analysing data
• You have the ability to cope with varying workloads and pressures by effective prioritisation of your own tasks alongside supporting and collaborating with others in the team to achieve common goals
• You put the customer at the heart of all that you do with empathy and compassion during some of their most difficult times
• You'll be able to demonstrate knowledge of different training methods and techniques to enhance team skills and performance

What will you get in return?

Everyone's different. That's why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people, and our planet. With over 55,000 employees in more than 170 countries, you'll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

We've made a promise to each other and every employee; to focus on sustainable impact, to care about each other's wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs, or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability, or any other protected characteristic.

We've an environment that places a real importance on our people's wellbeing from a physical, mental, social, and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We're also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.

We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. #LI-Remote