We're looking for an Insurance Claims Advisor to join our small and supportive insurance team.

This is a varied role where no two days are the same - you'll be investigating claims, speaking with customers and third parties, working closely with internal teams and occasionally visiting sites to understand incidents first-hand.

This is an excellent opportunity to develop a career in insurance and claims management. If you're a strong communicator with great customer service skills and a passion for problem-solving, we'll provide the training and support needed to help you succeed.

What You'll Be Doing

As an Insurance Claims Advisor, you'll be responsible for helping resolve claims arising from the company's operations quickly, fairly, and professionally.

Your responsibilities will include:

• Managing a variety of incoming claims, including property damage, public liability, employer liability, contractor, and business interruption claims.

• Investigating incidents by gathering information from customers, contractors, operational teams, and third parties.

• Using internal systems and mapping tools to review incidents and establish facts.

• Building positive relationships with customers, claimants, insurers, brokers, loss adjusters, legal representatives, and internal stakeholders.

• Handling outgoing claims where the company seeks to recover costs from third parties.

• Supporting site visits when required to assess damage and agree repair solutions.

• Maintaining accurate records and providing information to claims partners within agreed service levels.

• Assisting with claims reporting, insurance renewals, and wider insurance projects.

• Working with colleagues across the business to identify trends and help reduce future claims.

What We're Looking For

We're much more interested in your transferable skills than your insurance background.

You may come from customer service, complaints handling, administration, housing, utilities, financial services, retail, or another customer-focused environment.

Essential Skills

• Strong customer service experience.

• Excellent telephone manner.

• Good written communication skills.

• Ability to build rapport with a wide range of people.

• Strong interpersonal and relationship-building skills.

• Good attention to detail.

• Comfortable using multiple systems and databases.

• Ability to manage a varied workload and prioritise tasks effectively.

Desirable Skills

• Claims handling experience.

• Complaints management experience.

• Insurance industry experience.

• Certificate in Insurance (CII).

• Full clean driving licence.

Why Join Us?

• Full training and support provided

• A varied role combining investigation, customer service, and problem-solving.

• Opportunities to develop specialist insurance knowledge and build a long-term career.

• Opportunity to study towards the Level 3 Certificate in Insurance (CII) after probation, with a salary uplift available upon successful completion.

• Occasional site visits, providing a mix of office and field-based work.

Benefits:

• Salary from £30,000 dependant on skills and experience

• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.

• Entry into the company annual bonus scheme.

• Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.

• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.

• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)

• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.

• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.

• Access to our Wellbeing Centre with support for looking after your physical and mental health.

• Discounts at a Range of Retail Outlets through our Tap4Perks scheme

• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice

• Up to 4 Affinity days a year to volunteer in the community.

• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.