Claims Technical Lead

Haywards Heath, West Sussex or Salford Quays, Manchester
24 May 2021
21 Jun 2021
Contract Type
Full Time

Are you looking for a new career with a fast-growing, dynamic company? Well look no further! We need a Claims Technical Lead – Property (First Party) to join our Claims First Party team in either Salford Quays, Manchester, or Haywards Heath, West Sussex.

You’ll identify, research and deliver technical claims initiatives and enhancements that enable the Customer Claims department to be optimal in efficiency and effectiveness, both operationally and in terms of claim indemnity spend, while also embedding an environment of continuous improvement.

In addition, the role will see you contribute to the maintenance and enhancement of all procedures, processes and strategies relating to claims handling across Customer Claims to meet all required internal and external standards, including regulatory requirements, while providing excellent customer experience and protecting and improving indemnity spend.
Job responsibilities

  • Keep up to date with industry developments and technologies, as they relate to “first party” claims and implement where agreed those that may support improved efficiencies, customer claims journey and overall indemnity spend
  • Act as lead subject matter expert (SME) on all matters Telematics, ensuring processes and operating procedures are developed, maintained and rolled out to all appropriate Claimsteams
  • Work with all internal departments in relation to the development of Telematics, ensuring Claims is at the forefront of any MI and reporting requirements to ensure decisions made are robust
  • Act as SME to support and deliver new and existing projects and initiatives which will ensure the teams are proactive in the management of first party claims handling approaches
  • Act as technical lead in the implementation of agreed claims handling strategies within first party property damage claims to ensure indemnity spend is controlled and managed within forecast budget and inflation
  • Work with external suppliers and service providers, as well as internal departments, to ensure all aspects of first party property damage claims are handled both efficiently and effectively
  • Attend, as directed, all appropriate market seminars and conferences to ensure knowledge is up to date 
  • In conjunction with Operational Claims Management and Counter Fraud teams, positively contribute to the management of indemnity spend and claim lifecycle durations targets
  • Working closely with the other Claims Technical Leads to ensure all cross team, end to end processes are closely aligned to provide a seamless claims journey and minimise claims leakage
  • Carry out targeted ‘deep dive’ claims handling audits to identify issues uncovered during the process and work with Operational Management to put in place actions to address
  • Ensure positive communication with all colleagues, teams, shareholders and suppliers
  • Adhere to and positively display the company values
  • Understand market trends in relation to first party property damage claims, sharing information, strategies, procedures and processes accordingly across Claims and Counter Fraud
  • In liaison with the Claims Insight function through MI, identify key trends, areas for process improvement and recommend changes to achieve the improvements
  • As requested, play an active role in performing claims handling based audits on first party property damage suppliers and also where contracts and agreements are in place specifically in relation to Telematics
  • Act as a dedicated point of contact for escalations for any claims-related Telematics claims handling process and strategy
  • Assist the Operational teams in the identification of areas for improvement, enhancement or change in relation to documents and Policy Wording, to ensure these deliver the desired cover for our customers and other stakeholders
  • Produce and contribute to, and/or sign-off as where required, any appropriate articles for Knowledge Base
  • Provide functional expertise and guidance to all first party property damage claims and other areas as required and act as a technical referral point for claims handlers and wider stakeholders
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensure that all department philosophies are adhered to at all times
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards and regulations at all times
  • Any other reasonable duties

Experience & knowledge

  • CII Qualifications preferable
  • Expert knowledge of all aspects of property damage motor claims management (first party and third-party desirable)
  • Experience of Telematics products and claim handling preferred
  • Desirable to have held a senior/lead technical handling role previously within motor claims
  • Knowledge of FCA requirements (including good customer outcomes)
  • Detailed understanding of the end-to-end claims journey and associated processes
  • Good understanding of claims cost management/containment
  • Knowledge of continuous improvement practices

Skills & Qualifications

  • Good communication skills, both verbal and written
  • Good time management and organisation skills
  • Presentation skills
  • Coaching skills
  • Problem-solving skills with the ability to adopt a logical approach to solving problems
  • Good numeracy skills
  • Competent IT and software skills
  • Influencing and negotiations skills


  • Commercially focused
  • Strive to embrace, embed and incorporate the Company values
  • Target-driven and results focused
  • Emphasis on attention to detail and accuracy
  • Takes initiative to recommend improvements
  • Self-motivated and enthusiastic
  • An organised and proactive approach
  • Ability to work on own initiative and as part of a team
  • A flexible approach and positive attitude
  • Strives to drive business improvements to contribute to the success of the business

What can we do for you? 
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.
If this job sounds like the role you're looking for, apply today!
Want to know what it’s really like to work at First Central? Take a look at our Glassdoor reviews.

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