Referral Investigation Assistant -Exciting Opportunity (Apply Now)
12 month secondment
The Role
As 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 Responsibilities
Customer & Stakeholder Interaction
- Handle inbound and outbound calls relating to policy queries, building works, and investigations
- Gather accurate information from customers and communicate outcomes clearly and professionally
- Manage sensitive or challenging conversations with empathy and confidence
Investigation & Validation
- Review and validate home insurance policies to ensure they meet underwriting standards
- Investigate discrepancies or potential misrepresentation through full case reviews
- Assess disclosures and ensure policies accurately reflect customer risk
Case Management & Systems
- Maintain accurate and detailed records across systems and workflows
- Manage multiple cases simultaneously, ensuring all actions and updates are tracked
- Monitor referrals and reports to ensure timely follow-up
Performance & Delivery
- Take ownership of your workload, ensuring SLAs, deadlines, and quality standards are met
- Deliver strong customer outcomes while reducing complaint risk
- Work proactively to resolve issues and drive cases to completion
Compliance & Risk Awareness
- Ensure all investigations and communications are fair, compliant, and aligned with company policy
- Identify and escalate high-risk or complex cases appropriately
- Stay up to date with products, processes, and regulatory expectations
Continuous Improvement
- Identify opportunities to improve processes and customer journeys
- Contribute ideas to enhance efficiency, accuracy, and service delivery
Key Attributes for Success
Organisation & Time Management
Ability to prioritise effectively and manage multiple cases in a fast-paced environment
Attention to Detail
Strong accuracy across investigations, systems, and customer communications
Problem Solving
A solution-focused mindset with the ability to assess complex situations
Communication Skills
Confident and clear communicator, both written and verbal
Handling Difficult Conversations
Comfortable managing sensitive discussions with professionalism and empathy
Ownership & Initiative
Self-motivated with the ability to take full ownership of cases from start to finish
Team Collaboration
Works well within a team, contributing to shared goals and success