Team Manager Claims UK and Ireland Niche and DER Office – Hybrid after 6 months Leading a team of 12 – 16 claim handlers Providing guidance, training, and mentorship to team members Monitoring individual and team performance to ensure productivity and quality targets are met Overseeing the processing of insurance/emergency claims from start to finish Reviewing and approving complex or high-value claims Ensuring claims are handled in accordance with company policies and industry regulations Compiling and analysing data related to claims processing metrics Generating reports for management to assess team performance and efficiency Making recommendations for process improvements based on data analysis Implementing quality assurance processes to minimise errors and inaccuracies Regularly listening to calls in order understand any blockers to overall customer experience Addressing issues affecting claim processing efficiency or accuracy via regular audits Resolving escalated customer issues or complaints, prioritising informal resolution Ensuring a high level of customer satisfaction with the claims process Developing strategies to improve customer service within the claims department Consistently delivery of key KPIs; Telephony, Claim Progression, Closed Claims, Revenue and Deployment Engage with key stakeholders to make resourceful decisions quickly to mitigate failure, and work cross functionally to share resource where appropriate to sustain performance Staying up-to-date with insurance laws, regulations, and industry trends Ensuring that the claims' team adheres to all legal and regulatory requirements Implementing training programs to educate team members on compliance issues Working closely with other departments especially in times of seasonal uplift and surge Collaborating with IT teams to implement or improve claim processing systems Participating in cross-functional projects to enhance overall business operations Understanding of insurance principles and claim processes Familiarity with various types of insurance product OR Experience of working in a Home Emergency claims operation Ability to motivate and inspire a team of claim handlers across remote and hybrid locations Inspire your team to deliver results and exceptional customer outcomes Strong decision-making abilities, conflict resolution and problem-solving skills Data analysis and interpretation skills, using data from a variety of sources Ability to identify trends, patterns, and areas for improvement across your team and the wider business Clear and concise verbal and written communication Ability to convey complex information in an understandable way to a range of audiences Ability to manage multiple priorities and deadlines Attention to detail in reviewing claims and documentation Dedication to providing excellent customer service and Cost management.
Empathy and understanding when dealing with customers' needs Commitment to upholding legal and ethical standards Ensuring team members understand and follow compliance requirements Flexibility to adjust to changes in processes or regulations Willingness to learn and implement new technologies, strategies, and ways of working Previous experience in insurance claims processing, with at least 2 years supervisory role Strong knowledge of insurance products, procedures, and regulations Excellent leadership and team-building skills Effective communication skills, both verbal and written Analytical mindset with the ability to interpret data and make strategic decisions Proficiency in using claims processing software and Microsoft Office Suite We are Connected : United under one mission and believe in our collective power to make a difference; together we are greater than the sum of our parts.
We are Dynamic : We adapt with the environment, striving for what is next.
Relentlessly seeking more for our business, clients, colleagues, and communities.
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We Succeed Together : We support each other to grow and value different perspectives, ideas, and experiences - making an impact on our communities.