Insurance and Claims Officer Apprentice

Kensington and Chelsea, London (Greater)
£20,181 per annum
21 Jan 2021
03 Feb 2021
Job role
Contract Type

About Us:

Assets and Resources 

Our support services help the whole council work to the best of their ability. They include the Council's Customer Access department, Human Resources, IT, Financial Management, Corporate Property, Audit, Fraud, Risk and Insurance. 

We aim for excellence in these services as they will in turn benefit the community we serve. Please take a look at our current vacancies. 

The Role:

The Tri-Borough Insurance Service is a busy department, currently with 15 team members, split over two teams, the Technical and Liability Claims.

The Tri-Borough Insurance Service provides the insurance service to The Royal Borough of Kensington & Chelsea, Westminster City Council and the London Borough of Hammersmith and Fulham. The service incorporates both the technical work and self-handling of insurance claims with high retained deductibles.

The total Insurance Service expenditure – consisting of payments to external providers and levy of internal recharges including calculation and projection of funds required for payment of self insured losses below deductibles is approx £7M per annum.

The apprentice role is based within the Technical  team, and you will be working alongside our established insurance team.

The post is based in our offices at Kensington Town Hall, Hornton Street, London W8 7NX. However, due to the Covid pandemic the service is currently working from home.

The work will involve completion of insurance related tasks, working in accordance with insurance law and practice.

The work is varied and you will  be involved with handling motor vehicle and property claims, processing claim payments and invoices for payment, supporting the team with management of the statutory engineering inspection, issuing policy certificates and documents, updating and maintaining the asset registers to ensure appropriate cover is arranged by the council and managing the Insurance inbox.

You will work alongside internal and external people and customers, including other council service colleagues, insurance brokers, insurance companies, loss adjusters, members of the public, tenants, and third party representatives, to provide insurance related advice and assistance.

You will participate in departmental tasks and other initiatives as directed and carry out the duties and responsibilities of the job with due regard to all Council policies and procedures including Data Protection, Equal Opportunities and Health and Safety.

Full training, alongside the Insurance Practitioner qualification will be provided to develop your knowledge and understanding of insurance products, the laws and regulations governing insurance and claim processes, the councils policies and procedures and the IT systems we use.

Your apprenticeship programme will help you grow in your role and gain valuable skills and experiences for your current and future work. You will spend 20% of your working hours gaining skills and knowledge to work towards the Insurance Practitioner Level 3 apprenticeship standard. This will typically include attending workshops, on-line learning, webinars, coaching or shadowing.

Please refer to the Job Description for more information.

About You:


You will have achieved a pass in English and Maths at Level 1 or above, GCSEs or equivalent. 

Please note, Level 2 English and Maths will need to be achieved, if not already, prior to taking the end point assessment (EPA) for your apprenticeship.Desirable:

•    Able to demonstrate our values and behaviours (please see below)
•    Willing to learn and master any knowledge, skills or system required for your work
•    Build and maintain positive relationships within the team and across the organisation: Demonstrate ability to influence and challenge appropriately
•    Work well with a range of internal and external people including our customers; identify and/or resolve issues for customers and appropriately signpost them to assistance.
•    Able to work productively and collaboratively with others in different kinds of teams
•    Be proactive and enjoy coming up with new ideas and better ways of doing things
•    Knowledge and understanding of Microsoft Office and Excel
•    Interest in working in the insurance field
•    Strong verbal and written communication skills, demonstrating active listening, positive questioning and enquiry to build effective relationships, e.g. gathering information from colleagues to understand their insurance needs.
•    Ability to accurately follow internal guidelines and processes


•    Good planning, organisation and communication skills
•    Able to work productively in a busy and changing environment
•    Able to manage a demanding workload, handle conflicting priorities and work with minimal supervision
•    Able to process large amounts of data accurately and efficiently
•    Procedures and a range of analytical tools for different types of analysis.

Typically candidates will have achieved a grade C or above in at least five GCSEs and/or A levels or equivalent. They may also:

•    have a lower level Apprenticeship 
•    have other relevant qualifications and experience

We reserve the right to close this vacancy early if we receive a high volume of suitable applicants

Role Requirements:

  • Develop an understanding of the insurance requirements for the Tri-Borough Insurance Service
  • Setting up motor vehicle own damage and property  claims on councils internal systems
  • Handling motor vehicle and property claims from notification to settlement
  • Management of the Insurance inbox , to provide a prompt response to enquiries from council colleagues, leaseholders, tenants , insurers and  other third party representatives
  • Processing invoices, including validation of amount due, preparation of the necessary documentation for authorisation & allocating payment to the appropriate departments cost centres
  • Internal payment of claims settlements and other internal recharges
  • Maintain up to date and accurate insurance asset register to ensure appropriate insurance cover is arranged
  • Supporting the team with management of the statutory engineering inspection contract including downloading reports and certificates from the Crimson website and communicating with schools and Facilities managers
  • Issuing policy certificates and documents to leaseholders ,third parties and council colleagues
  • Participating in departmental tasks and other initiatives as directed

We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.

We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

Additional information

RBKC is currently inclusively reviewing its pay, reward and benefits framework.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.