Permanent Department Hub Manager - Claims Department – Travel Claims Location of work: Office/Hybrid - Croydon / Birmingham£35-45k To manage, co-ordinate and develop the claims activity within the Travel Claims department to ensure that all performance targets / KPI’s are consistently met for our clients. Within your teams, work to drive quality and efficiency that meet and exceed the needs of the business. To lead, develop and motivate your department to enable the delivery of a customer centric service which delivers outstanding experiences to customers at every touch-point. To create a high-performance culture in which employees want to engage with each other and collaborate to achieve the Partners Vision and Mission. Hours: Hours – 35 hours per week. These hours will vary in line with business needs and flexibility is required. Due to the nature of this role, there may be a requirement to be on call. We understand the importance of work-life balance with our employees working a hybrid solution of 60/40 office/home working. Office days Tuesday , Wednesday and Thursday. Our vision is to be renowned as the caring premium UK Assistance provider. We strive to deliver an exceptional customer experience at all points of assistance. To achieve this – You will:

To manage, coach and support the Team Managers to ensure that the required operational results and targets are achieved.
To ensure claims processes are aligned with strategic objectives that meet business and Business Partners requirements including SLA and KPI performance.
Schedule monthly meetings to provide performance and departmental updates that encourage regular feedback and collaboration. All meetings should have an agenda and minutes and your team should also have input into the agenda.
Motivate and coach your team to ensure that performance is managed in line with the Customers Partner’s People Strategy. In order to achieve this we expect you to:
Complete Personal Development Plans for each of your Team Managers, keeping up to date training, coaching and feedback records and highlighting areas for improvement.
You will be responsibility for the claims activity within Travel Claims, we need you to develop a high performance culture in order to get the best out of your team and to do this we expect you to:
Ensure that you have the right resources at the right time to deliver the required level of performance and meet agreed KPI’s.
Plan with your managers the teams’ overtime in advance and make sure you use the budget wisely and fairly.
Provide support and guidance when dealing with complex queries and attempt to seek resolution at the first point of contact. Willingly take escalated Business Partner claims and manage where possible to conclusion including resolution. Provide an objective report of events when required and ensure the case is highlighted to your Manager.

About you:

Educated to GCSE standard or equivalent, including English and Maths
Good working knowledge of MS Word & Excel
Able to communicate confidently with clients, customers and suppliers
understanding of FCA
Flexible/adaptable and able to work under pressure
Strong leadership skills
Strategic thinker
Ability to manage large claims teams
Experienced Claims Manager

Please let us know we need to make reasonable adjustments to our process, please let us know about how we can best support you and make the adjustments that may be needed. Altitude-Recruitment Limited acting as an Employment Agency and Employment Business.

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