Principal Client Services Specialist

Who are we?
Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.
Role Purpose
The ‘Principal Client Services Specialist – Claims’ provides expert, client-focused support across complex Group Income Protection claims, associated absences and early-intervention pathways. The role acts as a trusted point of contact for clients, HR Business Partners, benefit teams, insurers and other relevant stakeholders.
The Specialist combines technical claims expertise with a strong understanding of effective absence management, rehabilitation and occupational health pathways. The Specialist takes ownership of progressing cases, coordinating the parties involved and providing clear guidance and recommendations, ensuring activity is managed proactively, accurately and sensitively.
This role requires a highly organised, accessible and confident individual who demonstrates discretion, integrity and sound judgement, while maintaining a consistent focus on good client and member outcomes.
Key Responsibilities
1. Technical Claims Guidance & Case Management
Act as a key point of contact for technical guidance and recommendations relating to Group Income Protection claims and associated absences.
Provide informed, practical guidance to clients, HR Business Partners and benefit teams throughout the claims journey.
Manage a varied portfolio of active, pending, appealed and rehabilitation-related cases.
Provide guidance on complex scenarios, including linked absences and claims, late notifications, declined claims, settlements, payroll queries, proportionate benefit, direct payment arrangements, return-to-work planning and end-of-claim scenarios.
Identify emerging issues, dependencies or delays and take appropriate action to progress cases or escalate concerns.
Recognise where decisions or advice must remain with the insurer, employer, occupational health provider or another specialist party.
2. Absence Management & Early Intervention
Apply a strong understanding of effective absence management and early-intervention principles when reviewing cases.
Help client contacts identify appropriate support pathways for employees experiencing an absence.
Provide guidance on whether rehabilitation, occupational health, insurer intervention or another form of assistance may be appropriate.
Encourage early notification and engagement to support timely intervention and sustainable return-to-work outcomes.
Coordinate activity between insurers, occupational health providers, employer stakeholders and internal colleagues.
Support stakeholders in managing expectations sensitively and realistically, particularly where claim outcomes remain uncertain.
3. Claims Submission & Progression
Facilitate the claims process from initial notification through to the conclusion of the claim.
Issue the appropriate claim, rehabilitation or supporting documentation and review completed forms for missing, inconsistent or incomplete information.
Work with HR teams, employees and other stakeholders, as appropriate, to obtain information required to progress the case.
Liaise with insurers to submit and progress claims, obtain updates and resolve outstanding requirements.
Proactively chase insurers and other parties where information, decisions or actions are overdue.
Coordinate claims calls and case reviews, ensuring interested parties receive clear, accurate and timely updates.
4. Claim Decisions, Payments & Reviews
Review claim acceptance decisions and associated payment information.
Check benefit and payment calculations for accuracy, including proportionate benefit calculations where applicable.
Confirm relevant outcomes, benefit changes and review requirements to the appropriate HR and benefits stakeholders.
Track insurer review dates, escalation dates and potential claim termination dates.
Investigate and help resolve payment, payroll and benefit discrepancies.
Maintain appropriate oversight of claims in payment through to conclusion, ensuring material changes are communicated and documented.
5. Declined Claims, Appeals & Complaints
Explain declined claim decisions clearly and sensitively to relevant client stakeholders.
Provide guidance on available next steps and the further medical or supporting evidence that may be relevant when considering a challenge.
Coordinate and submit appeals or complaints to insurers where required, ensuring submissions are complete, clearly presented and supported by available evidence.
Track potential and submitted appeals, proactively following up with insurers and keeping relevant stakeholders informed.
Escalate material delays, service concerns or potential poor outcomes through the appropriate internal and insurer channels.
6. Stakeholder Credibility & Relationship Management
Build trusted and credible relationships with clients, HR Business Partners, benefits teams, insurers, occupational health providers and internal colleagues.
Operate as an accessible and responsive point of contact for technical and case-specific queries.
Communicate confidently and assertively when challenging delays, resolving ambiguity or securing actions from stakeholders.
Adapt communication to differing levels of knowledge and experience of Group Income Protection.
Lead or contribute to case-review meetings and client discussions covering scheme performance, claims trends, recurring challenges and improvement opportunities.
Represent Client Services positively and ensure every interaction reinforces confidence in the quality of the wider service.
7. Governance, Controls & Record Keeping
Maintain complete, accurate and up-to-date case records and claims trackers.
Record the status of claims in assessment, claims in payment and other supported absences, including review dates, actions, escalation points and anticipated termination dates.
Ensure roles and responsibilities are clearly understood and documented across the parties involved.
Apply agreed processes and controls consistently, while using judgement where individual circumstances require a tailored approach.
Handle personal, medical, employment and financial information with a high degree of discretion and in accordance with applicable confidentiality and data-protection requirements.
Support peer review, quality assurance and case audit activity, identifying gaps in processes, controls or ownership.
Provide clear management information on case volumes, status, service issues, risks and emerging themes.
8. Service Delivery & Continuous Improvement
Deliver a responsive, client-centred service, prioritising activity according to urgency, impact and required outcome.
Manage competing priorities while maintaining accuracy, follow-through and clear communication.
Identify recurring causes of delay, duplication or stakeholder confusion and recommend practical improvements.
Support the development and maintenance of process maps, standard operating procedures, guidance and communication materials.
Monitor insurer service delivery and raise concerns where expected standards are not being achieved.
Support educational activity for HR, benefits and other client stakeholders and contribute to discussions on claims trends, absence themes and earlier intervention.
Ensure the delivery model remains proportionate, efficient and aligned with good client and member outcomes.
Skills, Experience & Behaviours
Strong technical knowledge of Group Income Protection claims and the end-to-end claims process.
Demonstrable experience of managing complex claims or absence-related cases within an insurer, intermediary, consultancy, employer or related environment.
Sound understanding of effective absence management, rehabilitation, occupational health and early-intervention pathways.
Experience of interpreting policy terms, claim requirements and insurer decisions, including reviewing benefit calculations and payments.
Confidence in managing declined claims, appeals, complaints and complex stakeholder conversations.
Excellent organisation and case-management skills, with the ability to manage multiple deadlines, review dates and outstanding actions.
Strong written and verbal communication skills, with the ability to explain technical matters clearly and practically.
Highly trustworthy, discreet and professional, with a strong understanding of confidentiality and sensitive information handling.
Assertive and confident, able to challenge constructively and influence through technical credibility.
Client focused, collaborative and committed to continuous improvement.