Claims Specialist

Senior Salmon are recruiting for a Claims Specialist / Technical Claims Lead in Alfreton to combine hands-on claims management with technical leadership and operational oversight. The role handles domestic, commercial, high-value, and major-loss insurance claims from initial instruction to completion.

Acting as the primary technical escalation point, you will provide expert guidance on complex scenarios, restoration strategies, and field coordination while ensuring compliance with SLAs, FCA guidelines, and GDPR.

Key Responsibilities & Duties
•End-to-End Claims Management: Manage high-value, complex, and routine property claims. Act as the primary contact for insurers, policyholders, loss adjusters, and surveyors, negotiating fair resolutions and authorising variations within your delegated authority.
•Technical Oversight & Quality Assurance: Mentor junior team members, review field technician logs, track drying programs, and ensure all documentation (moisture maps, drying certificates, BER inventories) meets insurer standards.
•Scheduling & Field Support: Manage diary appointments and daily workloads for field technicians using ServiceM8, ensuring operational efficiency and supporting them with on-site queries.
•Systems & Documentation: Promptly upload all claim data, visit notes, and certificates to OCMS and Cotality, maintaining strict confidentiality.
•SLA Compliance & Out-of-Hours: Proactively monitor claims to prevent delays, handle customer queries or complaints professionally, and participate in a planned out-of-hours rota (including evenings, weekends, and bank holidays) for emergency instructions.

Person Specification
•Experience: At least 3 years of claims handling experience, preferably within property restoration, insurance, or loss adjusting (High Net Worth or Major Loss experience is a strong advantage).
•Technical Knowledge: Strong grasp of insurance policy wordings, FCA compliance, insurer SLAs, and restoration best practices (such as PAS 64). Experience using OCMS, Cotality, and ServiceM8 is essential.
•Qualifications: National Flood School WDAD & FDAD (or similar certifications like BDMA or IICRC). Insurance qualifications (Cert CII or Dip CII) are preferred.
•Skills: Excellent decision-making, analytical, and negotiation skills with high organisational ability and a professional, empathetic telephone manner