DRS Handler

About HSB

HSB (UK and Ireland) is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services and engineering-based risk management activities in the UK and Ireland.

HSB (UK and Ireland) consists of the parent company HSB Engineering Insurance Limited (HSBEIL) together with its two UK subsidiaries, HSB Engineering Inspection Services Limited (HSBEISL); and a regulated MGA, MD Insurance Services Limited (MDIS), which trades as Premier Guarantee or LABC Warranty.

Collectively, HSB is the UK and Ireland’s only group of companies solely focused on providing specialist engineering and technology insurance solutions, alongside risk-focused inspection services and assessments to its customers.

This opportunity sits within MD Insurance Services (MDIS), supporting its Data & Analytics capability.

Why Join MD Insurance Services?

We don’t just insure—we enable confidence in construction. At MD Insurance Services (MDIS), you’ll be part of a specialist provider of structural warranty solutions, supporting developers, clients, and end users through high-quality risk assessment, inspection, and technical expertise.

As part of the wider HSB and Munich Re Group, MDIS combines deep industry knowledge with strong financial backing and a reputation for delivering trusted, customer-focused solutions. You’ll be part of a collaborative and forward-thinking environment where data and technology play an increasingly important role in how we improve decision-making, enhance services, and deliver better outcomes.

With a strong focus on professional development, modernisation, and continuous improvement, we support you to grow your skills while contributing to meaningful work.

What You’ll Be Doing

To operate within the Dispute Resolution Service Team managing and handling new and existing disputes in relation to the Defects Insurance Period of the Warranty. Managing your caseload liaising with Policyholders, Developers, Builders, Technical Specialists and Insurers ensuring disputes are handled fairly, efficiently, using excellent communication skills and in accordance with regulatory compliances and company guidelines.

Your Responsibilities

• Act as the primary point of contact for Policyholders throughout the dispute lifecycle, providing clear guidance on the dispute resolution process and delivering an excellent customer journey at all times.

• Gather, validate, and accurately record all relevant information and documentation required to progress disputes, maintaining comprehensive and up-to-date case records across internal systems.

• Investigate disputes thoroughly, establishing clear timelines of events, assessing available evidence, and making balanced, well-reasoned decisions in line with FCA regulations, insurer requirements, and internal policies.

• Assess dispute outcomes consistently and fairly, ensuring that all decisions are supported by policy coverage, technical guidance, and documented evidence and communicated clearly and justified

• Identify and promptly escalate complex, high-risk, contentious, or potentially litigious disputes to the DRS Operations Manager

• Ensure adherence to all legal, regulatory, and company standards, including FCA requirements, Consumer Duty principles and internal service level agreements.

• Continuously review caseloads and processes to identify opportunities for improvement, driving efficiencies and enhancing the overall dispute resolution service

• Undertake any other duties as reasonably required to support the objectives of the Dispute Resolution Service.