Claims Specialist

As a Claims Specialist, you'll play a vital role in supporting our customers through some of their most challenging moments. You'll provide clear guidance, set expectations early and manage claims with confidence, empathy and precision.

Managing a portfolio of low to medium complexity intermediated landlord claims, you'll deliver exceptional customer outcomes while balancing financial, risk, and compliance considerations, ensuring all decisions align with policy coverage, legislative requirements, and Guild's values. You'll also prepare clear, compliant, and customer-focused communications that explain claim decisions with professionalism and empathy.

You'll:

• Take ownership of a portfolio of landlord claims, managing each case proactively with a strong focus on customer outcomes

• Assess and triage new claims, providing clear guidance and setting expectations throughout the claims journey

• Apply sound judgement to determine claim strategy based on complexity and risk

• Make indemnity decisions in line with policy terms, delegated authorities and the Code of Practice and prepare clear, well-reasoned correspondence that effectively explains claim outcomes to customers.

• Appoint and manage panel service providers, ensuring performance aligns with SLAs

• Maintain accurate claims reserving throughout the life of each claim

• Support team members through workload sharing, mentoring and collaboration

• Identify opportunities for process improvement and share insights with leaders

You're a motivated and customer-focused professional with a keen eye for detail and a strong commercial mindset. You enjoy solving problems, making informed decisions and delivering positive outcomes for customers, even in complex situations. You're confident managing multiple priorities and comfortable making informed decisions in a fast‑paced environment.

You might be:

• An experienced claims professional looking to broaden your expertise in a supportive and customer-focused environment

• Someone with property, motor or general insurance claims experience seeking a new challenge

• A customer-focused professional who enjoys balancing empathy with sound decision-making.

You're known for your:

• Excellent communication and stakeholder management skills

• Strong analytical thinking and attention to detail

• Financial awareness and sound decision‑making

• Ability to work autonomously while contributing positively to a team

• Commitment to compliance, integrity and continuous improvement

Previous claims experience is highly desirable. Experience within landlord, property, home or building claims will be viewed favourably but is not essential.

• Hybrid working: 2 days in-office, 3 days remote

• Exclusive staff discounts with leading retailers

• Employee Assistance Program with innovative wellbeing support

• Health & wellbeing initiatives to help you thrive