Claims Assessor

Shepherds Friendly is a modern mutual society, offering a variety of adult and children’s financial products and services such as ISAs, savings plans, life insurance and income protection. Located in south Manchester in the heart of Cheadle village, the Society has been providing financial security to members for almost 200 years.

Guided by our values of working together, doing the right thing, and making a difference, we are committed to delivering a service which helps our members plan their finances and secure their family’s future. In a world of financial complexity, we believe in the power of simplicity.

We are currently recruiting for a Claims Assessor within the Claims department to join our team of talented individuals.

Reports to: Senior Claims Manager

Location: Office based

Role Purpose

The Claims Assessor is responsible for managing and assessing insurance claims, ensuring they are processed accurately, fairly and in line with policy terms and regulatory requirements. The role delivers high-quality customer service, supports members through the claims journey and contributes to positive customer outcomes.

Key Accountabilities

• Manage a caseload of claims across Income Protection, Critical Illness and Life products, ensuring accurate and timely processing.
• Assess claims in line with policy terms, internal procedures and defined authority limits.
• Maintain clear, consistent communication with members and stakeholders throughout the claims process.
• Handle inbound and outbound communications, including telephony interactions, in a professional and proactive manner.
• Ensure all claims are recorded accurately within internal systems, maintaining high standards of data quality and documentation.
• Meet agreed performance targets relating to quality, accuracy, timeliness and volume of work.
• Work collaboratively with internal teams and external partners to support effective claims management.
• Maintain up-to-date knowledge of products, claims processes and market practices.
• Identify and log risks within the claims function in line with organisational processes.

Stakeholder & Relationship Management

• Provide a high-quality service to members, their representatives and intermediaries (IFAs).
• Liaise with external claims partners and service providers where required.
• Collaborate with colleagues across the claims team and wider business to support delivery of claims processes.
• Communicate clearly and effectively with a range of stakeholders.

Governance, Risk & Compliance

• Ensure claims are processed in line with FCA/PRA requirements, Consumer Duty principles and Treating Customers Fairly.
• Follow claims procedures and governance frameworks to ensure consistent, compliant decision-making.
• Maintain accurate records and audit trails for all claims activity.
• Identify, escalate and support the management of risks within claims handling.

Budget & Decision-Making Authority

• No direct budget ownership.
• Responsible for claims decisions within defined authority limits.
• Escalate complex or high-risk cases in line with governance processes.
• Contribute ideas to improve claims processes and customer outcomes.

Measures of Success

• Accuracy and timeliness of claims processing and decisions.
• Achievement of service level targets and performance metrics.
• Quality of customer service and member experience.
• Compliance with regulatory and internal standards.
• Quality and accuracy of data recording and documentation.

Knowledge, Experience & Qualifications

Essential

• Basic level of education (e.g. GCSEs including Maths and English).
• Strong communication and interpersonal skills.
• Ability to manage workload, prioritise tasks and meet deadlines.
• High attention to detail and accuracy.

Desirable

• Knowledge of insurance products (income protection, life, critical illness).
• Relevant industry qualification (e.g. CII) or willingness to work towards one.
• Understanding of claims processes or customer service experience in financial services.

Skills & Capabilities

• Strong customer service and communication skills.
• Attention to detail and accuracy in decision-making.
• Organisational and time-management capability.
• Ability to manage multiple cases and deadlines.
• Teamworking and collaboration skills.
• Professional, empathetic approach when dealing with sensitive situations.

Culture, Values & Behaviours

The Society has core competencies which defines how we approach our work. All colleagues are expected to demonstrate behaviours aligned to our core competencies and culture in the delivery of their role.

Health, Safety & Wellbeing

You are expected to take reasonable care for your own health and safety and that of others and comply with all relevant health and safety policies.

Conduct Standards

You are required to act in accordance with FCA/PRA Conduct Rules, including:

• Acting with integrity.
• Acting with due skill, care and diligence.
• Being open and co-operative with regulators.
• Treating customers fairly.
• Observing proper standards of market conduct.

Here are some of the benefits we offer:

• Company Pension Scheme – 8% employer contribution
• Flexible working hours
• 25 days annual leave plus bank holidays
• An extra day off for your birthday
• Access to wellbeing support services through Nuffield Health and Health Assured including access to 24/7 online GP, discounted gym membership, mental health support, free eye tests and flu vaccinations.
• Company benefits including life insurance, healthcare cash plan, four paid well-being days, and various social and charitable events throughout the year including a volunteering day at a charity of your choice.
• Optional benefits including cycle to work scheme, holiday trading, etc.
• 4pm finish on Friday!

Additional Information

This job description reflects the role at the time of issue and may be subject to change in line with the Society’s needs.