Job Description

Claims Advocate

London, United Kingdom (Hybrid - 3 days per week in office) |

Up to 25,000 + Benefits

With a recent strategic investment from Zurich Insurance and backing from the people behind Deliveroo, Zoopla, and Delivery Hero, we're continuing to grow and evolve. Our journey has already been featured in The Economist, TechCrunch, and The Times--just to name a few.

A brief overview:

As a Claims Advocate, you'll be right at the heart of those key moments that really matter to our customers -- when they experience first-hand what makes us different. We're proud to be industry-leading, and you'll play a key role in helping us live up to that standard. Your work will have a real impact -- shaping the claims experience, supporting our members, and strengthening the relationships we have with our partners and their teams, all while ensuring our members have access to the full benefits of our marketplace, including our financial bundles and wellbeing support.Every day can be different, from solving problems and spotting patterns to sharing insights and working with different teams to keep things moving. You'll learn a lot as you help shape a more human approach to claims and be part of doing things differently.

You don't need prior claims experience. What matters most is your attitude, your care for others, and your curiosity to learn and improve. At its core, this is a customer service focused role, supporting our members when they need it most, and we'll teach you the rest.

What you will do:

Support and manage the claims journey for our members

, acting as their main point of contact from start to finish.

Work closely with TPAs and insurers

to ensure claims are handled efficiently, fairly, and with clear, timely communication.

Proactively track claim progress

, identify any delays or issues, and step in to keep things moving and maintain a high level of service.

Investigate new claims

by reviewing First Notification of Loss (FNOL) details and supporting information to determine the best course of action.

Represent the voice of the customer internally

, sharing insights and feedback with relevant teams to help improve the overall claims experience.

Collaborate with internal teams

(Member Support, Product, Marketing, Engineering) to ensure the claims process stays aligned with our wider goals and any product developments.

Suggest and support operational improvements

, and take ownership of smaller projects aimed at enhancing the claims journey for our members.

This isn't for you if ...

You're looking for a pure claims handling role

-- this isn't it. You'll be liaising directly with claims handlers and making sure they stay on track, but you won't be processing claims yourself.

You're after a role that's mostly admin

, this one's more dynamic, people-focused, and problem-solving than paperwork.

You don't enjoy unpredictable or unstructured environments.

Things move fast here, and change is constant.

You struggle with ambiguity or uncertainty.

We're always learning and evolving, so you'll need to be comfortable with things being in flux.

You want a tightly defined, highly specialised role.

We work more like hands-on generalists, pitching in where needed. "That's not in my job description" isn't something you'll hear often around here.

You prefer to work independently and remotely.

We value real-time collaboration and believe in the power of being together to bounce around ideas and make progress. We offer hybrid working because we know that bringing our people together makes us stronger.

You will love this opportunity if:

You're someone who thrives when taking ownership, challenges the norm, and celebrates the small wins along the way. Whether it's navigating ambiguity or owning your impact, this role will allow you to stretch your limits and grow. There is no 'I' in Onsi, we don't take ourselves too seriously and always win as a team.

You will need:

You're passionate about excellent customer service

and love supporting people through difficult moments.

You're confident juggling multiple tasks and priorities

, and you stay calm under pressure.

You're comfortable working independently

, but also thrive as part of a collaborative team.

You're detail-oriented, organised, and a strong communicator

-- both written and verbal.

You're naturally curious, with a problem-solving mindset

, and you're proactive about spotting issues or inefficiencies.

You've got an eye for data

(and maybe even a passion for it!) -- but don't worry if that's not your thing, it's definitely not a dealbreaker.

You've got experience in customer service roles

-- insurance or claims experience is helpful, but not essential.

You're confident in English

, and if you speak another European language, that's a bonus.

You've worked with external partners or third parties before

-- again, nice to have, but not a must.
P.S. Don't worry if you don't meet every single requirement! If this opportunity excites you, we encourage you to apply -- we're excited to get to know you, and we value potential just as much as experience.

Excited about this opportunity?

We'd love to hear from you! Please apply directly through the application link. We kindly ask that you apply through the link rather than reaching out directly, as it's the quickest way for us to give your application the attention it deserves. We can't wait to review your application and hopefully get to know you soon!

What will you get in return?

Benefits:

Pension Contributions - tiered matching up to 7%. (UK) Access to Onsi ODP and Marketplace 25 days annual leave plus bank holidays. Increased holiday allowance scheme up to 35 days plus holidays with tenure. Birthday day off, because no one should have to work on their birthday! Special days off - up to 3 extra days for life events like weddings and moving days 1 month paid sabbatical after your 5th year of service. Enhanced Parental Leave - enhanced pay and staggered return to work. Family Leave, starting (or growing) a family is a major life event. We're here to support you through everything, from fertility treatment to appointments. Personal development budget to help you grow. 500 per annum increasing to 1500 after 3 years. Dedicated Learning & Development days - 12 days per annum

Perks:

Flexible working hours and location: Split your time between your home and any of our offices in London or Amsterdam. Work from abroad - up to 20 days per annum Office Snacks & Drinks: Enjoy a variety of snacks, coffee, tea, and more! Social and team activities: Team lunches, coffee catch-ups, after-work get-togethers, and quarterly events -- there's always something happening to bring everyone together. Onsi swag: Onsi-branded gear like hoodies, notebooks, and water bottles, as welcome gifts and for milestone anniversaries! Knowledge Sharing: Lunch & Learns, Monthly Speaker Series (bringing you perspective and insights from an array of wonderful people) Team workshops and offsites. Keep healthy with 24/7 GP, Mental Health Support & Gym Discounts. Cycle to work and Tech schemes saving you money and spreading the cost.

Our Values:

Get Onside: We recognise that we're strongest as a team when we unite to achieve our mission. We're committed to supporting & bringing out the best in each other. Put simply, we're on each other's side. Say It Like It Is: We embrace clarity, concision and transparency. Why? Because candour enables quality conversation, better decisions and greater speed. Bring Your Edge: Our creativity and innovation stems from our unique perspectives. We celebrate our diversity of thought, welcome new ideas and cultivate the talents that set us apart. We actively participate in creating an inclusive and respectful community where everyone feels valued. Make It Count: We pursue our goals with determination and a laser focus on what's important while disregarding what's not. We strive to succeed, accomplish and perform.

Our Commitment:

We aim to foster a diverse and inclusive workplace where differences are valued and where employees are treated fairly and supported in achieving their full potential.

Onsi is therefore fully committed to ensuring that it recruits, develops and retains employees solely on merit and that no one is treated less favourably because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Thank you for considering Onsi. We're looking for passionate individuals to help us shape the future of work. If this opportunity excites you, we'd love to hear from you!

Job Type: Full-time

Pay: Up to 25,000.00 per year

Benefits:

Additional leave Casual dress Company pension Cycle to work scheme Enhanced maternity leave Sabbatical Sick pay
Schedule:

Monday to Friday
Work Location: Hybrid remote in London N1 8LN

Reference ID: Onsi-GM