6 month secondment – Referral investigation assistant Full Time NEW

Referral Investigation Assistant -Exciting Opportunity (Apply Now)The RoleAs a Referral Investigation Assistant within our Technical Services team, you’ll play a key role in investigating and validating complex or non-standard home insurance cases.You’ll combine customer communication, detailed investigation work, and collaboration with internal teams to ensure policies are accurate, risks are properly assessed, and outcomes are fair for both the customer and the business.Key ResponsibilitiesCustomer & Stakeholder InteractionHandle inbound and outbound calls relating to policy queries, building works, and investigationsGather accurate information from customers and communicate outcomes clearly and professionallyManage sensitive or challenging conversations with empathy and confidenceInvestigation & ValidationReview and validate home insurance policies to ensure they meet underwriting standardsInvestigate discrepancies or potential misrepresentation through full case reviewsAssess disclosures and ensure policies accurately reflect customer riskCase Management & SystemsMaintain accurate and detailed records across systems and workflowsManage multiple cases simultaneously, ensuring all actions and updates are trackedMonitor referrals and reports to ensure timely follow-upPerformance & DeliveryTake ownership of your workload, ensuring SLAs, deadlines, and quality standards are metDeliver strong customer outcomes while reducing complaint riskWork proactively to resolve issues and drive cases to completionCompliance & Risk AwarenessEnsure all investigations and communications are fair, compliant, and aligned with company policyIdentify and escalate high-risk or complex cases appropriatelyStay up to date with products, processes, and regulatory expectationsContinuous ImprovementIdentify opportunities to improve processes and customer journeysContribute ideas to enhance efficiency, accuracy, and service deliveryKey Attributes for SuccessOrganisation & Time ManagementAbility to prioritise effectively and manage multiple cases in a fast-paced environmentAttention to DetailStrong accuracy across investigations, systems, and customer communicationsProblem SolvingA solution-focused mindset with the ability to assess complex situationsCommunication SkillsConfident and clear communicator, both written and verbalHandling Difficult ConversationsComfortable managing sensitive discussions with professionalism and empathyOwnership & InitiativeSelf-motivated with the ability to take full ownership of cases from start to finishTeam CollaborationWorks well within a team, contributing to shared goals and success