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.
We are Innovative: We are solution focused with an entrepreneurial mindset, empowered to discover new paths.
We Succeed Together: We support each other to grow and value different perspectives, ideas, and experiences - making an impact on our communities.
