{"id":3316370,"url":"https://alion.io/job/dual-principal-client-services-specialist","title":"Principal Client Services Specialist","company":{"id":717933,"name":"DUAL","domain":"dualinsurance.com","url":"https://alion.io/company/dualinsurance","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":52,"ghost_share":0,"stale_share":0.577,"repost_share":0.115,"time_to_fill_p50_days":28,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Reigate, United Kingdom","London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":154000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-28T23:29:27Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Who are we?\nHowden 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.\nPeople 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.\nRole Purpose\nThe ‘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.\nThe 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.\nThis 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.\nKey Responsibilities\n1. Technical Claims Guidance & Case Management\nAct as a key point of contact for technical guidance and recommendations relating to Group Income Protection claims and associated absences.\nProvide informed, practical guidance to clients, HR Business Partners and benefit teams throughout the claims journey.\nManage a varied portfolio of active, pending, appealed and rehabilitation-related cases.\nProvide 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.\nIdentify emerging issues, dependencies or delays and take appropriate action to progress cases or escalate concerns.\nRecognise where decisions or advice must remain with the insurer, employer, occupational health provider or another specialist party.\n2. Absence Management & Early Intervention\nApply a strong understanding of effective absence management and early-intervention principles when reviewing cases.\nHelp client contacts identify appropriate support pathways for employees experiencing an absence.\nProvide guidance on whether rehabilitation, occupational health, insurer intervention or another form of assistance may be appropriate.\nEncourage early notification and engagement to support timely intervention and sustainable return-to-work outcomes.\nCoordinate activity between insurers, occupational health providers, employer stakeholders and internal colleagues.\nSupport stakeholders in managing expectations sensitively and realistically, particularly where claim outcomes remain uncertain.\n3. Claims Submission & Progression\nFacilitate the claims process from initial notification through to the conclusion of the claim.\nIssue the appropriate claim, rehabilitation or supporting documentation and review completed forms for missing, inconsistent or incomplete information.\nWork with HR teams, employees and other stakeholders, as appropriate, to obtain information required to progress the case.\nLiaise with insurers to submit and progress claims, obtain updates and resolve outstanding requirements.\nProactively chase insurers and other parties where information, decisions or actions are overdue.\nCoordinate claims calls and case reviews, ensuring interested parties receive clear, accurate and timely updates.\n4. Claim Decisions, Payments & Reviews\nReview claim acceptance decisions and associated payment information.\nCheck benefit and payment calculations for accuracy, including proportionate benefit calculations where applicable.\nConfirm relevant outcomes, benefit changes and review requirements to the appropriate HR and benefits stakeholders.\nTrack insurer review dates, escalation dates and potential claim termination dates.\nInvestigate and help resolve payment, payroll and benefit discrepancies.\nMaintain appropriate oversight of claims in payment through to conclusion, ensuring material changes are communicated and documented.\n5. Declined Claims, Appeals & Complaints\nExplain declined claim decisions clearly and sensitively to relevant client stakeholders.\nProvide guidance on available next steps and the further medical or supporting evidence that may be relevant when considering a challenge.\nCoordinate and submit appeals or complaints to insurers where required, ensuring submissions are complete, clearly presented and supported by available evidence.\nTrack potential and submitted appeals, proactively following up with insurers and keeping relevant stakeholders informed.\nEscalate material delays, service concerns or potential poor outcomes through the appropriate internal and insurer channels.\n6. Stakeholder Credibility & Relationship Management\nBuild trusted and credible relationships with clients, HR Business Partners, benefits teams, insurers, occupational health providers and internal colleagues.\nOperate as an accessible and responsive point of contact for technical and case-specific queries.\nCommunicate confidently and assertively when challenging delays, resolving ambiguity or securing actions from stakeholders.\nAdapt communication to differing levels of knowledge and experience of Group Income Protection.\nLead or contribute to case-review meetings and client discussions covering scheme performance, claims trends, recurring challenges and improvement opportunities.\nRepresent Client Services positively and ensure every interaction reinforces confidence in the quality of the wider service.\n7. Governance, Controls & Record Keeping\nMaintain complete, accurate and up-to-date case records and claims trackers.\nRecord the status of claims in assessment, claims in payment and other supported absences, including review dates, actions, escalation points and anticipated termination dates.\nEnsure roles and responsibilities are clearly understood and documented across the parties involved.\nApply agreed processes and controls consistently, while using judgement where individual circumstances require a tailored approach.\nHandle personal, medical, employment and financial information with a high degree of discretion and in accordance with applicable confidentiality and data-protection requirements.\nSupport peer review, quality assurance and case audit activity, identifying gaps in processes, controls or ownership.\nProvide clear management information on case volumes, status, service issues, risks and emerging themes.\n8. Service Delivery & Continuous Improvement\nDeliver a responsive, client-centred service, prioritising activity according to urgency, impact and required outcome.\nManage competing priorities while maintaining accuracy, follow-through and clear communication.\nIdentify recurring causes of delay, duplication or stakeholder confusion and recommend practical improvements.\nSupport the development and maintenance of process maps, standard operating procedures, guidance and communication materials.\nMonitor insurer service delivery and raise concerns where expected standards are not being achieved.\nSupport educational activity for HR, benefits and other client stakeholders and contribute to discussions on claims trends, absence themes and earlier intervention.\nEnsure the delivery model remains proportionate, efficient and aligned with good client and member outcomes.\nSkills, Experience & Behaviours\nStrong technical knowledge of Group Income Protection claims and the end-to-end claims process.\nDemonstrable experience of managing complex claims or absence-related cases within an insurer, intermediary, consultancy, employer or related environment.\nSound understanding of effective absence management, rehabilitation, occupational health and early-intervention pathways.\nExperience of interpreting policy terms, claim requirements and insurer decisions, including reviewing benefit calculations and payments.\nConfidence in managing declined claims, appeals, complaints and complex stakeholder conversations.\nExcellent organisation and case-management skills, with the ability to manage multiple deadlines, review dates and outstanding actions.\nStrong written and verbal communication skills, with the ability to explain technical matters clearly and practically.\nHighly trustworthy, discreet and professional, with a strong understanding of confidentiality and sensitive information handling.\nAssertive and confident, able to challenge constructively and influence through technical credibility.\nClient focused, collaborative and committed to continuous improvement.\nExperience within the group risk, employee benefits or workplace health market is desirable.\nKnowledge of Group Life Assurance and Group Critical Illness claims is desirable.\nRelevant industry or professional qualifications, or a willingness to work towards them, is desirable.\nCareer Positioning\nThe ‘Principal Client Services Specialist Claims’ is an expert role within Client Services. It recognises individuals who combine technical claims capability with strong case ownership, trusted stakeholder relationships and disciplined governance.\nAre relied upon to progress complex, sensitive and high-impact claims activity.\nProvide credible guidance while understanding the boundaries between intermediary, employer, insurer and clinical responsibilities.\nInfluence service quality, client confidence and member outcomes through expertise rather than hierarchy.\nCreate clarity and control across cases involving multiple stakeholders and competing priorities.\nWhat do we offer in return?\nA career that you define. At Howden, we value diversity - there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:\nOur successes have all come from someone brave enough to try something new\n\nWe support each other in the small everyday moments and the bigger challenges\n\nWe are determined to make a positive difference at work and beyond\n\nReasonable adjustments\nWe're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.\nIf you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application - if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.\n*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.\nPermanent","description_format":"text","description_chars":11216,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","Insurance Brokers & Agencies"],"lifecycle":[{"event":"open","at":"2026-10-27T05:29:04Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":28,"reasons":["conf:8","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/dual-principal-client-services-specialist","json_url":"https://alion.io/job/dual-principal-client-services-specialist.json","meta":{"generated_at":"2026-10-29T03:19:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5053,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":717933},"rest":"https://alion.io/mcp/rest/get_company?id=717933"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdual-principal-client-services-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdual-principal-client-services-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdual-principal-client-services-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dual-principal-client-services-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdual-principal-client-services-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3316370}},{"tool":"search_jobs","arguments":{"company":"dualinsurance.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3316370},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}