Job title: Large and Complex Loss Claims Handler

Salary: PO4 £46,142 - £49,282

Hours: 37 hours per week (Full-time)

Contract: Permanent

Location: Leeds City Council – Civic Hall with hybrid working offered.

This is a great opportunity to take up a new role as a Large and Complex Loss Claims Handler within the Insurance and Claims section at Leeds City Council. You will have extensive experience of managing a mixed discipline first and third party claims caseload, including claims of a high-value and complex nature. Your experience, together with a proactive and self-driven attitude, will mean you can hit the ground running in a fast-paced working environment.

Working within the Leeds City Council in-house Claims Team, you will ensure that high-value and complex claims are handled consistently in accordance with legislation and best practice. You will bring knowledge, experience, and the ability to work diligently and accurately under pressure. You will be capable of developing and maintaining the excellent working relationships needed with our in-house legal team as well as external stakeholders that we work with to secure the best outcomes for the council. As an engaging personality, you will also mentor and develop junior members of the team.

Leeds City Council is one of the largest employers in the region with over 14,000 employees and we seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As a Large and Complex Loss Claims Handler, you will bring to the role:

Proven experience of managing a mixed discipline caseload of significant value/complex claims, typically upwards of £25k to £500k.
Experience working with end-to-end Claims Management Software system(s)
Strong indemnity and liability knowledge, with a detailed understanding of the Civil Procedure Rules, Serious Injury Guide, The Rehabilitation Code, and litigation procedures.
Detailed understanding of insurance principles, different policy classes and wordings
Ability to work pro-actively, be results-orientated, with the drive, enthusiasm and motivation to improve the efficiency and quality of service.
Communication skills with the ability to communicate complex issues effectively to a wide variety of audiences, both verbally and in writing.
An awareness of current issues and developments facing local government.
Ability to lead, coach and mentor others.

About the Large and Complex Loss Claims Handler role:

As a Large and Complex Loss Claims Handler, you will be required to manage a mixed-discipline caseload of high-value and complex claims including, where relevant, the First Notification of Loss (FNOL), investigation, evaluation, and settlement of claims, in line with relevant internal & external Claims Handling Best Practices, protocols and targets. You will also manage a mixed discipline caseload of full/partial recovery of any monies paid out by the council from any relevant negligent Third Parties/their Agents or Insurers. Large and complex claims will typically include:

Personal injury (Employers Liability/Public Liability) including disease/abuse etc.
Property damage
Motor fleet (including Third Party & recovery)
Personal accident, travel, Crime
Officials & Professional indemnity

You will be able to provide a demonstrable commitment to managing and minimising potentially large losses.

Given the caseload you will take on within a large Local Authority, you will combine an understanding of the local government roles and functions with strong indemnity and liability knowledge. You will also be able to demonstrate a detailed understanding of the Civil Procedure Rules, Serious Injury Guide, The Rehabilitation Code, and litigation procedures.

You will be able to demonstrate knowledge and application of insurance principles, and different policy classes and wordings, and an understanding of how these are to be applied in a claims environment. You will liaise with key stakeholders both within and outside the council, including legal specialists, elected representatives and senior managers.

You will take full responsibility for your own caseload and, as a respected senior member of the team, will actively work to lead and mentor junior members of the team to share your knowledge and skills.

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements
a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form. Read our guidancefor further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

To give yourself the best chance of being shortlisted for interview, please ensure you describe how you meet the essential requirements for the role, using appropriate examples where appropriate.

If you have any queries or would like an informal chat about the role please contact Jonathan Foster, Senior Head of Internal Audit, Corporate Governance and Insurance. Call – 0113 37 88684or email - Jonathan.Foster@leeds.gov.uk

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

Job Description

Job purpose – Managing a mixed discipline first and third-party caseload of claims from initial notification through to resolution including potential recovery, ensuring accuracy, fairness, and compliance with LCC/Insurer Claims Handling Best Practice policies/procedures and regulatory requirements (including the MOJ Portal).

Claims will be of significant higher value/complexity than those dealt with by the Claims Team Manager or Claims Handlers. Multi Track etc up to Insurance excess deductibles (which are as high as £500,000 per claim depending on the type of claim/cover in place at time of accident/notification)

The types of claims that may be dealt with are as follows (list is not exhaustive): -

Personal injury (Employers Liability/Public Liability) including disease etc.
Property damage
Motor Fleet inc Third Party & recovery
Personal Accident, Travel, Crime,
Officials & Professional indemnity
Foster Carer- All risks

Responsibilities

To manage a mixed discipline caseload of significant value/complex claims made against LCC including, where relevant, the First Notification of Loss (FNOL), investigation, evaluation, and settlement of claims, in line with relevant internal & external Claims Handling Best Practices protocols and targets.
To manage a mixed discipline caseload of significant value/complexity First Party/self-funded scheme claims including, where relevant, the First Notification of Loss (FNOL), investigation, evaluation, and settlement of claims, in line with relevant internal & external Claims Handling Best Practices protocols and targets.
To manage a mixed discipline caseload of significant value/complexity full/partial recovery of any monies paid out by LCC from any relevant negligent Third Parties/their Agents or Insurers.
To lead on responding to any complaints received regarding the handling of significant value / complex claims, ensuring actions are taken as needed with escalation to more Senior Management as appropriate.
Assist the Claims Team Manager/Head of Insurance and Claims in the provision of routine and ad-hoc Claims Management Information (MI) for budgetary, monitoring, Freedom of Information (FOI) or Subject Access Request (SAR) purposes.
To liaise with LCC Elected Members, Directorates/Departments, insurance companies, loss adjusters, solicitors, legal counsel, and Insurance Brokers etc with regard to claims issues/queries and performance including the progress of individual claims
To be familiar with LCC Insurance Policy cover/claims handling conditions as well as self-funded schemes and ensure compliance.
To respond to queries from officers, members, MPs, Communication Team and other internal stakeholders and external organisations and the public on claims issues including providing supporting data and analysis as appropriate.
To provide cover and deputise for the Claims Team Manager/Head of Insurance & Claims in claims matters as needed.
To help prepare training and guidance materials in relation to complex claims/insurance cover issues and to deliver training to staff. To act as a technical reference point, providing training, coaching and mentoring to Claims Handlers, Junior Claims Handlers and the Claims Team Manager.
To maintain professional development by attending seminars/webinars, monitoring emerging issues etc to ensure awareness of relevant legislative and political developments and engaging in peer discussions/training etc.
To lead and support on the delivery of specific section and/or corporate initiatives, developments and projects as required commensurate with the grade of the post.

Ensure processing of Purchase Orders/payment of significant value/complex claims/claims services related invoices etc in a timely manner.
Ensure all claims which cross the agreed threshold are reported to Insurers within agreed timescales and in accordance with the Insurer Claims Handler Authority requirements
Carry out technical audits as directed and record findings, highlighting any knowledge shortfalls or trends identified and providing recommendations on actions for improvement.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
May be occasional travel to LCC sites or to attend Court/Insurer/Broker/Panel Solicitor etc seminars/meetings/training events etc.

Qualifications

Preferably ACII/Legal qualified or significant progress towards

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

Proven experience in regularly handling claims of a large/complex nature, typically upwards of £25,000 to £500,000.
Strong indemnity and liability knowledge, with a detailed understanding of the Civil Procedure Rules, Serious Injury Guide, The Rehabilitation Code, and litigation procedures.
Demonstrable commitment to managing and minimising potentially large losses
Ability to analyse problems and to implement practical solutions.
Communicate issues effectively to a variety of audiences from various disciplines and organisations verbally and in writing.
An awareness of current issues and developments facing local government
Demonstrate drive, enthusiasm and be highly motivated in order to improve the efficiency and quality of service.
Display a responsible and co-operative attitude as a team member and a commitment to work towards meeting objectives and key targets.
Be committed to own personal development and identifying training needs.
Experience of Microsoft Office (especially Word, Excel, PowerPoint, Teams, and Outlook)
The ability to work pro-actively, be results oriented, self-driven and to work independently. You should be able to solve problems in a constructive and timely manner and to actively seek to find solutions to problems.
Process driven with an eye for detail, a good decision maker and negotiator.
Understanding of insurance principles, different policy classes and wordings
Experience working with end-to-end Claims Management Software system(s)
Extensive experience of handling First/Third-Party claims including personal injury, dealing with large loss/complex multi-track cases (ideally for/with a Local Authority)

Essential Behavioural & other Characteristics

Understand and embrace Leeds City Council Values and Behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
Able to understand and observe Leeds City Council policies and procedures.
Carry out all duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Willingness to actively participate in appraisal, training and development activities to ensure up, to date knowledge and skills.
Flexible and adaptable to change to assist other services as required commensurate to grade.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity of Leeds City Council.
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.

Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria for the post. Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates.

Experience of coaching/training in a claims environment