The role
To manage and lead a team of people who are responsible for providing an excellent claims service to our customers. This includes responsibility for managing the recording of new claims, the handling of telephone enquiries and correspondence, handling complaints and authorising payments. You will ensure that claims are settled in an efficient, fair, and economical manner in accordance with the relevant policy wording and Claims Handling Manual. Ensure that pre-agreed targets and objectives are achieved. To constantly strive to improve service and quality standards.
Key responsibilities
Having responsibility for the management and development of a team of Claims Technicians including formal and informal training, performance management, overseeing day to day activities and provision of guidance and support
- Set and manage resource requirements for the team including recruitment in conjunction with HR.
- Oversee the tasks and activities of Claims Technicians within the team providing support, coaching and development as required.
- Contribute to culture change throughout team and peer groups to ensure alignment with the organisations desired culture through adopting appropriate behaviours.
- Having significant awareness of and ensuring adherence of self and team members to all regulatory requirements, guidelines and working practices - both internally and externally
- Embody and amplify the IQUW values
- Carry out other reasonable tasks as required by line management.
Essential qualifications, skills and experience
- Basic understanding of the legal principles of insurance and insurance contracts
- Basic knowledge of the legal, regulatory and compliance provisions that apply to your product range, distribution channels and market or technical field in which you operate.
- Detailed understanding of resource planning and management and proven track record of managing resources to optimize the balance between service delivery and operational efficiency.
Desirable behavioural attributes
- Strong interpersonal and relationship building skills.
- Articulate and numerate
- Significant focus on delivery of a first-class customer experience
- Team player
- Works with a high degree of accuracy in all tasks
- Highly organised clear ability to prioritise and deliver on allocated tasks.
Benefits
- Competitive Benchmarked Salary
- 25 days holiday
- Discretionary bonus scheme
- Employee assistance programme
- Annual holiday buy (up to 3 extra days)
- Salary sacrifice benefits
- Annual benefits reviews
- The option for professional qualifications and study support
- Hybrid Working