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Technical Support Specialist - Claims Operations

Closing date
23 May 2022

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Contract Type
Full Time
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We are looking for a Claims Handler to help deliver high quality Claims Service to all clients, ensuring that Key Client Outcomes are delivered to pre-defined service standards. (Role scope should be related flexibly to other roles and responsibilities, as applicable and / or directed).

The Role

Operational Delivery - Client Responsibility
  • Ensuring that claims process outcomes for a defined portfolio of clients meet or exceed expectation through;
  • Assisting with the Monitoring of Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards working with under advice from key contact/stakeholders.
  • Responsible for own portfolio of claims, proactively progressing client's claims from first advice to final settlement
  • Collect information and documentation and assess legal liability of claims.
  • Adhering to legal deadlines
  • Assessment of quantum and negotiation of settlement.
  • Ensure prompt payment of claims within compliance requirements.
  • Resolve less complex technical queries and problems, managing client expectations throughout the claims process.
  • Attendance and involvement at Client meetings where required accompanied by LME/Key contact/Claims manager
  • Quality checking of client / carrier communication/low level reports, prior to release by WTW, as appropriate
  • Ad hoc less complex technical & service of support to the client, make take some less complex internal referrals
  • Having an understanding of the client's business and their requirements (operational and other)
  • Have and maintain a high level awareness of accounts, market developments, claims specific changes together with an understanding of the Key Client Outcomes and Service Delivery Targets within the BU
  • Contribution to a continual improvement culture
  • Provide input to and reference the Willis Quality Index, as appropriate and required

Operational Delivery - Claims Handling Responsibility

Accountable for the servicing of an allocated portfolio of complex and / or sensitive claims, to meet or exceed client expectation through;
  • Notification to insurers / reinsurers on receipt of a new claim advice, responding where required and providing advice to clients, as appropriate - working with Mumbai colleagues in delivery
  • Manage and resolve client / carrier / internal day-to-day queries seeking assistance as required and from Claims Manager
  • Support timely delivery of Key Client Outcomes
  • Adhering to client service delivery and to standardised Group policies and procedures and to agreed service standards
  • Ensure adherence to standardised Group policies and procedures, including all WEM and other regulatory requirements

  • Take reasonable steps to support management and the Company in the management of the business risks applicable to area of employment, as set out in the BU risk register.
  • Internal technical referral point across business for less complex topics
  • Maintain legal and technical knowledge - Legislative changes and assist with, or may provide training
  • Participation in meetings/huddles/project initiatives

The above list is intended to be as accurate a reflection of the role as possible. However, it may be revised from time to time if different tasks commensurate with the role or level of responsibility are needed to be performed and/or when circumstances change.

Communications and Relationships

  • Claims Handling teams in Claims Operations
  • Claims Analysts Teams
  • Client Account Teams
  • Loss Management Executives

  • Client contacts
  • Insurers / reinsurers
  • Loss Adjusters / Surveyors / Solicitors


Action Oriented

Enjoy working hard; full of energy for things he/she sees as challenging; seize more opportunities than others

Comfort Around Higher Management

Can present to more senior managers without undue tension and nervousness; understand how senior managers think and work; can determine the best way to get things done with them by talking their language and responding to their needs; can craft approaches likely to be seen as appropriate and positive

Command Skills

Face adversity head on; encourage direct and tough debate but isn't afraid to end it and move on; take unpopular stands if necessary

Conflict Management

Step up to conflicts and see them as opportunities; read situations well, can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation without minimum noise

Dealing with Ambiguity

Effectively cope with change, shift gears comfortably, decide and act without having the total picture; isn't upset when things are up in the air; does not have to finish thing before moving on; can comfortably handle risk and uncertainty

Dealing with Paradox

Flexible and adaptable when facing tough calls; can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards; can act differently depending upon the situation

Decision Quality

Make good decisions based upon a mixture of analysis, wisdom, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time


Clearly and comfortably delegates both routine and important tasks and decisions; let direct reports and others finish their own work

Drive for Results

Steadily push self and others for results; consistent performance

Ethics and Values

Adhere to an appropriate and effective set of core values and beliefs during both good and bad times; reward the right values and disapproves of others; practice what he/she preaches


Provide information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provide individuals information so that they can make accurate decisions

Integrity and Trust

can present the unvarnished truth in an appropriate and helpful manner; admit mistakes; doesn't misrepresent him/herself for personal gain

Intellectual Horsepower

Deal with concepts and complexity comfortably; intellectually sharp, capable, and agile

Interpersonal Savvy

Relate well to all kinds of people--up, down, sideway, inside and outside the organization; build constructive and effective relationships; use diplomacy and tact and can diffuse even high-tension situations comfortably

Managerial Courage

don't hold back anything that needs to be said; provide current, direct, complete, and actionable positive and corrective feedback to others; let people know where they stand; face up people problems on any person or situation (not including direct reports) quickly and directly; not afraid to take negative action when necessary


Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concession without damaging relationships; can be both direct and forceful as well as diplomatic; gain trust quickly of other parties to the negotiations

Organizational Agility

knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understand the origin and reasoning behind key policies; practices, and procedures; understand the cultures of the organizations

Presentation Skills

Effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses; effective both inside and outside the organization, on both cool data and hot and controversial topics; command attention and can manage group process during the presentation; can change tactics midstream when something isn't working

Process Management

Understand how to organize people and activities and how to separate and combine tasks into efficient work flow; know what to measure and how measure it; can simply complex processes and see opportunities for synergy and integration where others can't

Written Communications

Able to write clearly and succinctly in a variety of communication settings and styles, can get messages across that have the desired effect

The Requirements

  • Preferably educated to A level standard or relevant industry experience

  • Understanding Others
  • Achievement Orientation
  • Organisation and Prioritisations
  • Knowledge and experience of claims handling specialist areas as required
  • Understanding of specialist protocols
  • Excellent written and verbal communication skills.
  • Organised and is able to work on own initiative

  • Process Management
  • Query Management
  • Compliance Management

Required Mindset and Behaviours :
  • WTW Values and Behaviours will underpin all roles and will guide performance criteria

Regulatory Requirements
  • Holds all regulatory licences, permissions and technical or other requirements applicable under UK legislation and FCA rules and guidelines

Other (e.g. location / business specific)
  • Ipswich with requirement to travel to other locations as required

Development Levels
  • To be defined during your performance review and objective setting discussions

Willis Towers Watson is an equal opportunity employer

This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.
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