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Claims Team Leader

Clearline Recruitmentment Ltd
Job LocationHaywards Heath
EducationNot Mentioned
Salary£33,000 - £38,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Job Title: Claims Team LeaderLocation: Haywards HeathSalary: £33k-£38k per yearFull timeOur client based in Haywards Heath is looking to recruit a Claims Team Leader.You will lead a team of claims handlers, to help the client deliver a World Class Claims service. Ensure regulatory requirements are always met. Monitor and deliver performance targets. Work with the Claims team to help build a continual improvement culture, one where the team search out improvement opportunities and are passionate about delivering excellence in everything they touch. Help the team develop and grow as claims handlersResponsibilities

  • Lead a team who handle pet claims from notification to settlement, validating policy cover and the claim, to ensure fraud controls and claims processes are followed and quality is delivered at every touchpoint.
  • Ensure your team carry out required investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim. You will also personally deal with a small volume of material damage and liability claims.
  • Complete claims payment authorisations and quality audits to deliver a quality claims service, provide constructive guidance to team members and recognise high standards of service achieved.
  • Using our data, identify and share awareness of potential trends, issues or risks and escalate appropriately to deliver customer service and claim financials in line with SLAs and KPIs.
  • Implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
  • Handle complaints constructively and in line with company and FCA guidelines, handling difficult queries or situations appropriately to ensure prompt resolution.
  • Collaborate with colleagues to analyse and understand the RCA on customer complaints and use learnings to improve our processes, products, and services.
  • Support and contribute feedback to the design and implementation of internal processes and systems to help improve customer experience and maximise accuracy and efficiency.
  • Work collaboratively with colleagues across the company to promote awareness of customer needs.
  • Maintain accurate and timely records, files, and databases to meet business needs and ensure data integrity and compliance with Data Protection requirements.
  • Coach and support and develop Claim team members to deliver operational targets and provide a world class claims service.
  • Share knowledge and expertise and help to coach colleagues and our team to provide adequate cross-cover and maintain a quality customer service during annual leave and other absence and most importantly help with development.
  • Work with team members to set individual objectives and personal development plans to manage and drive performance.
  • Maintain good team communications through daily, weekly updates both remotely and in person.
  • Assist in recruitment and development onboarding by organising and overseeing high quality on-boarding and training plans to enable quick integration into the business and achieve good learning and performance outcomes.
    • Requirements Knowledge
  • Excellent understanding of claims handling practices and processes
  • Excellent knowledge in regulation and FCA requirements
  • Good knowledge and understanding of pet health
  • Strong understanding of the value and impact of services provided
  • Pet insurance claims assessment and case review
  • Insurers, brokers and insurance products and how they work
  • Financial risk and crime (including anti-bribery and anti-fraud provisions)
  • Confidentiality requirements in relation to customer / personal data
  • Use of management information and performance data
  • Maintains own professional and technical knowledge
    • Skills and personal attributes
  • Sets a clear and motivating vision for the team
  • Coaching-style people management skills
  • Good listening skills: questioning, summarising and reflecting with empathy
  • High accuracy, quality, and attention to detail in documentation and record-keeping
  • Highly focused on customers and our ongoing relationship with them
  • Results-oriented and self-motivated
  • Excellent at planning and organising own work and the work of others
  • Performance management: objectives, reviews, use of effective feedback
  • Takes a proactive and resourceful approach to solving problems
  • Exercises good balanced judgment and is prepared to make decisions.
  • Assertive and can influence positively to handle difficult conversations and gain acceptance
  • Ability to apply employee policies, work environmental and routines competently and fairly.
  • Ability to work and learn in quickly in a fast-paced and dynamic environment.
    • Home working
  • You will be required to work mainly from home but as a minimum will need t come into the office twice a month. This can however be subject to change depending on business/ roles needs.
  • You will need a strong internet, dedicated working space and desk and chair as a minimum to perform the role appropriately
    • Experience and qualifications
  • Experience of managing teams, ideally in a claims environment
  • In-depth experience (typically 3 years minimum) in handling general insurance claims, preferably pet claims, authorising payments and implementing quality controls
  • CII qualified (minimum FIT level qualification)
  • Desirable: To have worked in a veterinary practice as a registered veterinary nurse
    • For more information please contact Jamie Watson at Clearline Recruitment.

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