Claims Customer Team Leader

Location
Haywards Heath, West Sussex
Salary
Up to £30,000
Posted
03 Sep 2021
Closes
01 Oct 2021
Contract Type
Permanent
Hours
Full Time

To provide leadership and motivational direction to a team of Claims Negotiators ensuring that procedures are followed and they carry out their duties efficiently to ensure all claims are resolved within a reasonable time period and in accordance with Company policies and procedures.
Create an atmosphere of professionalism and behaviours attributed to the company values amongst employees.

Job responsibilities:

  • Monitor negotiators performance to ensure they are following Company policies and procedures at all times and are compliant with FCA regulations (including TCF principles).
  • Set targets for agents and provide coaching and mentoring to achieve KPI’s and Behaviour Targets.
  • Conduct regular performance reviews, including probationary reviews and annual appraisals and gauge and assign negotiator positions against the framework.
  • Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Claims Operations Managers and HR when required.
  • Assist the recruitment process including assisting with the interviewing and training of new recruits, or re-training of current employees when required
  • Assist and support the departmental resource planning team with employee shifts and working patterns to ensure optimal staffing levels and manage the workload of the team.
  • Provide the team with feedback on company performance and ensure they are kept up to date with all changes in products, price and underwriting changes
  • Support negotiators in dealing with customer objections and resolving and logging complaints appropriately to avoid complaints escalation when appropriate.
  • Support Resource Planning by observing real-time telephony system and claims campaigns to ensure SLA’s and KPI’s are achieved
  • To work closely with other teams and departments to ensure consistency and best practice
  • To be compliant with health and safety policies at all times
  • To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times (including TCF)
  • Encourage and drive a reduction in ACPC ensuring Claims Management Team is kept up to date with relevant data.
  • Lead your team in embedding “simply driven” into our Claims service
  • Actively manage all costs within the team, both operational and claims indemnity driven on a pragmatic and commercial basis
  • Ensure that all claims files are reserved accurately and promptly within our reserving philosophy
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
  • Any other reasonable duties as required


Experience & knowledge

  • Experience of meeting KPI’s and SLA’s within a regulated environment
  • Extensive motor claims experience at a senior level
  • Experience of managing a team of employees
  • Experience of claims reporting management of ACPC
  • Solid experience of auditing claims files
  • Knowledge of FCA requirements
  • Solid understanding of all aspects of motor claims handling
  • Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to claims
  • Solid understanding of the business objectives and operations delivery


Skills & Qualifications

  • Excellent communication skills, both verbal and written
  • Strong leadership and management skills, and ability to motivate employees in a high pressurised environment
  • Influencing and negotiation skills
  • Problem solving skills with the ability to adopt a logical approach to resolving problems
  • Great customer service skills
  • Good numeracy and literacy skills
  • Strong IT and software skills
  • Good communication skills, both verbal and written
  • Good time management and organisation skills


Behaviours

  • Customer focused
  • Self-motivated and enthusiastic
  • Embrace, embed and incorporate the Company Values
  • An organised and proactive approach
  • Takes initiative to make decisions
  • A flexible approach and positive attitude
  • Approachable and keen to help others
  • Confident in presenting complex information in a clear and concise manner
  • Emphasis on attention to detail and accuracy
  • Strives to deliver performance targets and drive business improvements to contribute to the success of the business
  • Ability to work on own initiative and as part of a team

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