Claims Operational Support Administrator

Manchester Division Claims Reporting to Claims Team Manager Job Purpose (Advert wording) The Claims Operational Coordinator supports the Claims Manager and Operations Manager by delivering robust operational, administrative and audit support within the Claims Department. This role is essential in ensuring that First Notification of Loss (FNOL) claims are processed efficiently, consistently, and right first time, in line with internal controls, regulatory requirements, and audit standards. Key responsibilities include FNOL processing, documentation management, and audit oversight.,

• Provide end-to-end administrative and operational support across the full claims lifecycle, ensuring accuracy, timeliness, and adherence to defined processes.
• Maintain strong operational discipline by ensuring all claims activities comply with internal procedures, regulatory requirements, and service level agreements (SLAs).
• Undertake regular file reviews and quality assurance checks to ensure completeness, accuracy, and audit readiness of claims documentation.
• Identify and escalate any discrepancies, control weaknesses, or process deviations in line with governance requirements.
• Support the implementation and ongoing maintenance of audit controls, ensuring all records, communications, and decisions are clear, complete and fully traceable.
• Assist in monitoring team performance against key operational KPIs, including productivity, turnaround times, and customer service standards.
• Contribute to continuous improvement initiatives by identifying inefficiencies and supporting the development and implementation of operational best practices.
• Deliver high levels of customer service through accurate and timely handling of administrative activities, supporting positive customer outcomes.
• Where required, support the handling of low-value claims, ensuring all activities remain within authority limits and comply with operational controls and audit standards.
  
  Strong understanding of end-to-end claims processes (FNOL to settlement)
• Ability to follow structured procedures, controls, and SLAs consistently
• High attention to detail with a focus on accuracy and completeness
• Knowledge of audit requirements, file quality standards, and governance controls
• Ability to carry out file reviews, quality assurance checks, and identify gaps
• Understanding of regulatory and compliance frameworks (e.g., FCA principles, TCF)
• Ability to identify trends, errors, and inefficiencies in processes
• Confident in investigating discrepancies and escalating appropriately
• Data awareness to support reporting and operational insights
• Strong prioritisation skills to manage high volumes of work
• Ability to meet deadlines and maintain productivity levels in a fast-paced environment
• Clear and professional written and verbal communication
• Ability to engage effectively with internal teams and external stakeholders
• Confidence in challenging and escalating issues where required
• Understanding of customer service principles within claims handling
• Ability to balance operational efficiency with positive customer outcomes
• Experience using MS Office (Excel, Outlook, Word)
• Ability to maintain accurate records and audit trails within systems
Qualifications and Educational Requirements: Essential:
• GCSEs (or equivalent) in English and Mathematics (Grade C/4 or above)
• Strong literacy and numeracy skills to support accurate data handling and documentation
Desirable:
• A-Level (or equivalent) qualifications
Additional Requirements:
• Commitment to ongoing professional development and maintaining knowledge of regulatory, compliance, and audit standards
• Willingness to undertake internal training related to claims handling systems, governance, and quality standards
Personal Attributes
• Detail-Oriented: Demonstrates a high level of accuracy and attention to detail, ensuring all work meets quality and audit standards.
• Process-Driven: Naturally follows structured processes and values consistency, governance, and control in day-to-day activities.
• Accountable & Responsible: Takes ownership of tasks, ensuring completion to a high standard and within agreed timelines.
• Strong Team Player: Collaborates well with colleagues, contributing to a positive and high-performing team culture.
  
  HSB (UK and Ireland), is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services, and engineering-based risk management activities in the UK and Ireland.
HSB (UK and Ireland) consists of the parent company HSB Engineering Insurance Limited (HSBEIL) together with its two UK subsidiaries, HSB Engineering Inspection Services Limited (HSBEISL); and a regulated MGA, MD Insurance Services Limited (MDIS), which trades as Premier Guarantee or LABC Warranty. Collectively HSB is the UK and Ireland's only group of companies solely focused on providing specialist engineering and technology insurance solutions and risk focused inspection services and assessments to its customers. Job title


• 25 days Annual Leave + Bank Holidays + Well-being days
• Up to 13% Pension contribution
• Eligibility for an Annual Bonus
• Private Medical & Dental
• Life Assurance
• Wellbeing and Development Scheme + EAP + Health Assessments (subject to scheme eligibility)
• Study & continuing Professional Development Support
• Hybrid Working