Insurance Operations Specialist

Role: Insurance Operations Advisor

Salary: £27,000 per year

Location: Hybrid working (3 days in the office)

Are you looking to build your career in a dynamic and evolving business environment?

Our client is seeking an enthusiastic Insurance Operations Advisor to provide a combination of high quality customer service and insurance claims support.

As routine tasks become increasingly automated, this role is evolving to focus on higher value work such as claims investigation, complex problem solving, and dedicated customer support. Full training will be provided, making this a fantastic opportunity for someone eager to develop long term expertise in the insurance sector.

Key Responsibilities

Insurance Operations

• Deliver professional and timely support to customers and stakeholders across telephone, email, and other communication channels.
• Manage customer enquiries, correspondence, and complaints efficiently while maintaining high service standards.
• Maintain accurate customer, insurance, and case records within company systems.
• Build strong professional relationships with customers, brokers, insurers, lessors, and suppliers.
• Prioritise workloads effectively and collaborate with colleagues to ensure seamless business continuity.
• Identify process improvements and support automation initiatives to reduce repetitive tasks.
• Mentor team members and contribute actively to a culture of continuous improvement.

Claims Handling and Insurance Assessment

• Manage insurance claims from initial notification through investigation, assessment, and settlement.
• Gather relevant evidence and progress claims through structured training and hands on experience.
• Set and review reserves, evaluate settlement options, and make informed decisions within your delegated authority level.
• Liaise with external adjusters and partners to progress claims swiftly and fairly.
• Identify potential opportunities for recovery, subrogation, contribution, and salvage.
• Ensure all claims comply fully with regulatory standards, insurer guidelines, and internal requirements.

Skills, Knowledge, and Experience

Required Criteria

• Previous call centre experience, ideally gained within a regulated environment.
• Proven ability to handle customer queries professionally and deliver exceptional service standards.
• Strong communication, interpersonal, and relationship building skills with an empathetic approach.
• Excellent analytical and problem solving abilities for investigating information and making sound decisions.
• High attention to detail with the capability to manage multiple priorities and meet strict deadlines.
• Confidence in managing challenging conversations and complaint resolution.
• Self motivation combined with the ability to work independently and collaboratively within a team.
• Adaptability and comfort with changing processes, digital technology, and workflow automation.
• A strong eagerness to learn and develop deep insurance and claims expertise.

Desirable Criteria

• Previous insurance or claims handling experience is advantageous, though not essential since full training is provided.

If you are interested and have the relevant experience, please apply with an up-to-date copy of your CV. As champions of diversity and inclusion in the workplace, THOMAS Professional commit to reviewing applications we receive with complete fairness and equality.

At THOMAS Professional, we are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments during the application or interview process, please let us know, and we’ll be happy to accommodate your needs.

THOMAS Professional is acting as an agency on behalf of the client for this position.

THOMAS Professional is proud to be a corporate member of the REC, the recruitment industry's leading professional body.

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