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Due to exciting growth plans for 2025, our highly successful client near Cosham is recruiting for a Claims Team Leader to join them on a permanent basis.
In this diverse and fast-paced role you will be responsible for overseeing the day-to-day operations of the claims and customer services team. You will lead, mentor, and motivate the team to ensure the smooth and efficient processing of claims, and the delivery of a first-class customer experience. You will also play a key role in streamlining processes and improving overall team performance.
The ideal candidate will have:
* Strong experience in team management; training, coaching, and performance management.
* Experience within pet insurance; or travel, motor, or personal accident claims or similar consumer products would be preferred but not essential.
* A strong understanding of dealing with complex claims and acting as escalation point.
* Positive, diligent, and determined mindset with a drive to develop a focused and professional team culture.
* Experience within a high-volume, results-focused customer service environment.
* Experience operating within a regulated industry.
What you'll be doing:
- Lead and manage the claims and customer services team, providing guidance, support, and training to ensure optimal performance.
- Oversee the claims handling process, ensuring timely and accurate assessment and resolution of claims.
- Monitor team performance and implement strategies to improve efficiency and SLAs.
- Act as an escalation point for complaints and complex claims.
- Liaise with internal departments and external stakeholders to streamline claims processing and resolve issues.
- Ensure compliance with all relevant regulations, policies, and procedures.
- Prepare and present regular reports on service metrics and team performance to SLT.
- Identify opportunities for process improvements and work with the team to implement best practices.
Skills Required:
* Experience in a claims handling or other leadership role, preferably within the automotive or insurance sectors.
* Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
* Excellent communication and interpersonal skills and ability to liaise effectively with internal and external stakeholders.
* Proven ability to manage high workloads, prioritise tasks, and maintain attention to detail in a fast-paced environment.
* Problem-solving mindset with a focus on delivering excellent customer service.
* Knowledge of regulatory requirements and best practices in claims management.
Salary & Benefits:
* Salary will be 32,000.
* 24 days holiday per year (increasing with service).
* Birthday day off.
* Company pension scheme.
* Excellent Health & Wellbeing programs for all employees.
* Training, Career & Personal Development.
* State of the Art Offices.
* Employee Assistance Program.
* Perk Box with access to lots of discounts and perks.
* This role will be based at our clients state of the art offices 5 days per week.
