Why Work With Us?

Join us - one of the 'Sunday Times Top 100 Best Companies To Work For' and the UK's largest tenant referencing and specialist insurance firm.

Our people are some of the most knowledgeable and experienced in our sector, and we’re looking for ambitious, hardworking and self-motivated people to join them in a rewarding company with real opportunities.

We want to hear from passionate and driven people who enjoy working as part of a team and enjoy working with customers.

Locations

You’ll find Barbon Insurance Group offices in Lincoln and Teignmouth if you need to see us or write to us.

To discover more about Lincolnshire click on this link - https://youtu.be/evBvENmYdTQ


To apply for a role with us please go to the vacancy of your choice below and click on the individual link to take you to our Applicant Portal.

By submitting your CV you agree to Barbon using the information you have provided for the purpose of their selection process.

Current Vacancies

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Overview of the role
To lead and direct the Group’s customer complaints operations, processes and controls - developing a small team of Complaint Handlers, and engaging with stakeholders to ensure delivery of fair customer outcomes in adherence with regulatory guidelines and Financial Ombudsman Service (FOS) expectations.

To design and embed an effective Root Cause Analysis (RCA) mechanism to enable continuous improvement, resulting in better outcomes for our customers - reflected in reduced complaint volumes and increased customer satisfaction.

To adopt a ‘hands on’ approach to the handling of complaints and lead by example through the ownership of a portfolio of customer complaint cases. Demonstrating to direct reports what effective complaint handling is, setting an acceptable standard of output and enabling the coaching of Complaint Handlers to that standard.

Key Tasks and Accountabilities
People Leadership (25%)
1. Lead, coach and develop a small team of Complaint Handlers to define, deliver and maintain an
exceptional level of competence within the team to deliver timely, cost effective and fair resolution of customer complaints in accordance with regulatory guidelines, FOS requirements and our agreed service levels;
2. Manage resource effectively to deliver consistently high levels of service to meet customer and business demands throughout the year;
3. Identify skills/knowledge gaps within the team, to drive the team’s learning agenda; and
4. Create a culture of continuous improvement, enabling Complaint Handlers to support the wider business in front line complaints identification, logging and as appropriate - resolution.

Stakeholder Management (15%)
1. Represent the Complaints Team in the wider business through engagement with key stakeholders at all levels;
2. Monitor and manage emerging customer and business risks through the prompt identification, escalation and resolution of gaps in policy and procedure;
3. Influence stakeholders from front line, through to executive leaders, making fact driven recommendations from the presentation of robust analysis of root causes and other management information;

Technical Management & Complaint Handling (60%)
1. Design and embed an effective RCA mechanism, working with stakeholders to drive down complaint volumes and increase customer satisfaction scores;
2. Own all escalated, high profile and complex complaints to final resolution;
3. Support the team during periods of peak demand, through the effective handling of customer complaints;
4. Ensure all team policies and procedures meet regulatory requirements
5. Reduce ‘waste’, as a result of re-work, by acting as part of the first line of defence in respect of quality assurance of the Complaint team’s activity.

Education / Qualifications
The candidate will be educated to degree level, or equivalent, preferably in an English based field of study.

It is desirable for the candidate to have:
1. CII Level 4 Diploma; and/or
2. Regulated Complaint Handling Qualification.

Experience / Knowledge
1. Strong operational and leadership experience of significant change in a regulated environment;
2. Comprehensive working knowledge of regulatory and compliance requirements in relation to complaint resolution;
3. Experience in the analysis of data, identifying trends and root causes; and
4. A successful track record of complaint management.

It is desirable for the candidate to have:
1. Experience in a Lettings / Insurance business.

Skills / Aptitudes
1. Attention to detail and an eye for accuracy is critical;
2. Excellent Verbal and Numerical reasoning skills. Adept at identifying the core issue and prioritising efforts in responding.
3. Excellent written and verbal communication skills with the ability to explain detailed complex issues in a simple manner;
4. An ability to self-manage with strong organisational skills is also important.

Benefits -
25 day’s holiday + bank holidays, Employer pension contribution, 2% salary to spend on a variety of benefits after one year’s service, healthcare cash plan, subsidised gym memberships, online discounts and cashback cards from a variety of high street retailers, free parking, free office fruit, on site therapies, and a variety of flexible benefits (including private medical cover, private dental cover, cycle to work scheme, childcare vouchers, charitable giving)

If you would like to apply for this role please click on this link http://://sforce.co/2DkY0Nr - you will be taken to our applicant portal.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age, marital status, or disability status. All applicants must live and be eligible to work in the UK.
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Are you an Insurance Expert or Legal Professional looking for a new and unique challenge to mix the two area’s in a thriving industry?

Despite our customers conducting through reference checks on prospective tenants, their circumstances can change overtime resulting in missed rental payments. As a member of our expert legal team, you will become the designated point of contact for the Landlord and/or their Managing Agent and be there to support them through the process of securing payment from their Tenants.

On occasion, where a mutually acceptable solution isn’t possible, you will be required to take the necessary steps in protecting the Landlord’s investment. This could be the removal of the tenants via legal proceedings and eviction if appropriate.

You will act as a conduit between insurers, solicitors in Ireland/Scotland and undertake a number of legal actions under the supervision of our chosen Solicitors for properties in England and Wales. An ability to balance both speed and accuracy is essential due to the nature of the role and so attention to detail is a must.

Key tasks and accountabilites:
To operate within a team of Claims Handlers, delivering a high quality Claims Provision to its diverse, Internal/External Customer base. Taking a pro-active and “hands on” approach to claims handling whilst embracing Barbon’s Vision and Values.

Claims Handling:
  • You would need to follow all policies, processes, regulation and legislation whether they are internal or external
  • Input, assess & manage a portfolio of claims, storing the relevant documents & evidence on the corresponding systems
  • You would be required to answer all related queries via various mediums, including, but not limited to: Email, Telephone & Post
  • Escalate where appropriate any fraud indicators highlighted from fraud measures in place
  • Take pre-emptive steps to enhance recovery potentials within a claim by issuing demand letters to the relevant parties
  • Accurately manage & calculate financial payment requisitions as part of the claim ensuring payments are made to the policy holder efficiently with relevant tracking & recording in place
  • Manage customer relationships effectively to ensure the claim progresses efficiently and any refunds due back to us are forthcoming
  • Accurately manage & calculate financial payment requisitions at Vacant Possession stages of a claim ensuring that any proposed deposit use and/or dilapidations are validated & taken into consideration when calculating payments due.

Legal Activities:
  • You would liaise with our approved supplier of legal advocates to arrange legal representation at court hearings, producing and recording on systems the required documents for such hearings
  • You would be responsible for liaising with County Courts nationally to arrange Bailiff & Eviction appointments when tenants fail to vacate
  • Serve legal notices to the tenant tailored to their circumstances and in-line with current legislation to regain possession of the property whilst managing and escalating any associated risks accordingly
  • Work as “One-Team” and to be aware of the department targets to ensure you strive to influence this in a positive way

Experience/ Knowledge-
  • Claims Handling in a Legal/Insurance centred environment
  • Administrative and customer facing experience
  • Numerate, ability to work under pressure and have good computer skills (including MS office, outlook & excel)
  • Confidence to manage difficult conversations
  • You would need to be able to work on own initiative
  • A minimum of 12 months in a FCA or SRA regulated environment

Other package benefits: 25 Days’ Holiday + Bank Holiday, Employer Pension Contribution, Health Shield Cash Plan, Discounted gym flex, Free car parking, Free tea and coffee, Staff restaurant plus more.

If you would like to apply for this role please click on this link https://sforce.co/2Yp4yq2- you will be taken to our applicant portal.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age, marital status, or disability status. All applicants must live and be eligible to work in the UK.
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The focus of the Compliance & Risk team is to support the business in fulfilling their compliance accountabilities and delivering the commercial strategy. The Compliance Monitoring Officer will be responsible for conducting thematic reviews and check the checker monitoring in accordance with the compliance plan, and under the guidance of the Head of Compliance & Risk.

Monitoring activity will follow a risk based model to assess the extent to which all areas of the business adhere to regulatory procedural requirements. Working with these departments to then ensure relevant internal control standards are in place to allow Barbon to meet external legal and regulatory requirements.
All members of the Compliance team are expected to help facilitate a strong compliance culture throughout the Company and maintain an effective relationship with management and staff within the Company, assisting them at all times to comply with relevant regulations.

Undertaking thematic reviews in accordance with the Compliance Plan, delivering scoping documents, methodology documents and reports for the business

• Delivering the programme of risk based monitoring and oversight reviews of the business first line activities, including claims, complaints, quality assurance and fraud controls, ensuring continued adherence to legal and regulatory obligations
• Reviewing suspicions raised from referencing and legal and claims, undertaking in-depth investigations on information provided, with detailed outcomes and actions communicated back to the relevant departments. Where necessary, handling the reporting of the suspicious activity to external agencies
• Working closely with the Quality Assurance function to ensure the methodology and criteria align with business risks and the compliance plan, also providing them support, advice and guidance with application of the criteria and assessment of appeals
• Ownership of the sanctions checking procedures ensuring Barbon’s regulatory obligations are met and can be evidenced
• Management and response to all data protection requests and complaints received, in accordance with ICO Guidelines


Education / Qualifications
A Level or equivalent standard of education A relevant professional qualification such as CII, or ICA
Experience / Knowledge
Minimum of 3 years’ experience working within a FCA regulated, (General Insurance) environment
  • Ability to assess, apply and review systems and controls against FCA requirements
  • Exemplary communication skills, including verbal and written, with an ability to communicate complex issues and engage at management levels within the organisation.
  • Demonstrable knowledge of Barbon’s working processes for the sale and administration of General Insurance
  • Thorough knowledge of all products offered by Barbon
  • Knowledge and understanding of the private rental sector, specifically letting agent, landlord and tenant relationships


Skills / Aptitudes
Communicate with an open and collaborative style and networks effectively
Solve complex problems
Seek out, manage and influence opportunities for continuous improvement and change
Seeks opportunities for self development for self
PC literate- including PowerPoint and Excel
Planned and organised approach to working
Structured approach to documenting work

Other package benefits: 25 Days’ Holiday + Bank Holiday, Employer Pension Contribution, Health Shield Cash Plan, Discounted gym flex, Free car parking, Free tea and coffee, Staff restaurant plus more.

If you would like to apply for this role please click on this link https://sforce.co/2JMEFbq - you will be taken to our applicant portal.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age, marital status, or disability status. All applicants must live and be eligible to work in the UK.
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Temporary - 12 months contract

The day-to-day handling of general underwriting and administration duties within the underwriting department including managing and prioritising own workloads.
Underwriting within agreed delegated authority levels and maintaining FCA guidelines.

Underwrite within authority levels agreed
Aim to turn round referrals within departmental SLA levels
If referral outside individual authority, refer to Underwriter / Underwriting Manager/ Insurer and ensure the referral is completed within agreed timescales
Application of renewal terms in accordance with FCA timescales
Prioritise own workload ensuring SLA and FCA requirements adhered to
Achieve positive audit results – both individual and insurer audit
Identify and make recommendations for improvements to current working practises as required
To be aware of the teams workloads and ensure you influence this in a positive way
Adopt a proactive approach to challenges and ensure assistance is available to all departments when required

6 GCSE’s A – C, Prepared to study towards professional qualifications
Communicating Clearly- Communicates Professionally
Analysing & Initiating- Makes Effective Decisions
Adapting & Responding- Is Open to Change
Taking Ownership- Accepts Responsibility

Other package benefits: 25 Days’ Holiday + Bank Holiday, Employer Pension Contribution, Health Shield Cash Plan, Discounted gym flex, Free car parking, Free tea and coffee, Staff restaurant plus more.

If you would like to apply for this role please click on this link https://sforce.co/2TNFnIR- you will be taken to our applicant portal.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age, marital status, or disability status. All applicants must live and be eligible to work in the UK.
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You will maximise recovery against Tenants & Guarantors that contribute towards the ~£2.1 Million paid out annually in Rent Guarantee. To achieve this, you will undertake all administrative work for the Debt Recovery Team efficiently, enabling the Recovery Handlers to focus on complex insurance and legal related matters. You will work collaboratively with the Claims Handling Team to maximise the success of recovery through pre-emptive intervention and minimise costs incurred in pursuit of repayment.

• Adhere to all relevant policies, local processes, regulatory and business service level agreements
• Organise and arrange the correct signatories for all invoices received
• Manage and escalate all incoming and outgoing recovery payments including be not limited to;
Repayment Plan Payments, Landlord Refunds, Guarantor Payments, Full & Final Settlements
• Liaise between recovery handlers and the finance department in order to arrange payment vehicles,
maximising recovery potential
• Organise, Scan, Allocate and Manage all in/outbound post in a timely manner
• Organise, Attach and File all trace reports, escalating where necessary to the Recovery Handler(s)
• Respond in a timely manner to all administration enquiries, via but not limited to; telephone, letter, email
• Allocate Recoveries tasks in order of priority on a daily basis to ensure customer demand is met
• Prepare documents and information for Pre-litigation assessment
• Cleanse and organise data to ensure compliance with Regulatory requirements and Business Policies
• Select, organise and submit cases to our third party debt recovery providers. Whilst being the main
contact for any disputes/queries they may receive
• Reviewing cases accurately to make a decision on what enforcement steps to take

Education/Qualifications - Essential:
• 5 GCSE results (C) or equivalent qualifications, of which must be English and Maths

Experience / Knowledge - Essential:
• Ability to work with technology
• Ability to work in a business environment
• Customer service skills
• Hands on & Practical ability
• Ability to work within the physical nature of the job
• Proficient in Microsoft Word
• Use of Email/Internet

Desirable:
• Experience in a similar role

Other package benefits: 25 Days’ Holiday + Bank Holiday, Employer Pension Contribution, Health Shield Cash Plan, Discounted gym flex, Free car parking, Free tea and coffee, Staff restaurant plus more.

If you would like to apply for this role please click on this link https://sforce.co/2ZpkRDT- you will be taken to our applicant portal.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age, marital status, or disability status. All applicants must live and be eligible to work in the UK.
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