Head of Claims
Hastings Direct, Head of Claims
An opportunity has arisen within the Claims Department for a Head of Claims position. This is an exciting and business-critical role that combines strong, senior leadership from both a people and business process perspective, to make a direct impact on business performance and engagement.
Within Hastings, our Head of Claims will be responsible for the optimisation of operational performance of the Claims department across Contact Centres (multi-site, Leicester and Bexhill). The overall goal is to ensure the department achieves its performance targets through evaluation, design and execution of key contact processes, implementation of a smart, structural approach to eliminate failures, and effective use of third party suppliers.
The job holder will lead a team of Contact Centre Leaders, encompassing all elements of customer operations delivery across multiple sites and through multiple channels. The successful candidate will work closely with the Head of Claims Operations to deliver performance in line with key processes and outcomes, ultimately to achieve an efficient service excellence operating model.
Your remit will include the following:
· Leadership of claims contact centres (multi location, currently in Bexhill, Leicester, Liverpool and South Africa) and claims case handling operation · Contact centre performance analytics to optimise service delivery · Execution of new processes as and when required · Ownership of the delivery of the work force plans and real time operational plans · Engagement of all operational colleagues · Oversight of complaint resolution within contact centre and case handling operations · Quality and regulatory compliance · Customer satisfaction · Driving efficiency through removal of call failure demand and the establishment of alternative channels (including email, webchat, Digital journey, AI) · Achieve claims income targets as specified (e.g. £17m in 2017) · Effective claims registration & vehicle repair journey / total loss journey management to ensure customers back on the road and swiftly as possible (including the establishment of liability, routing through the correct customer journey & the accurate instruction of ongoing services) · Ensuring claims decisions are made within agreed policy, including accurate and robust reserve management
Required experience: This is a senior position, suited for individuals who are looking for a role where they can make a substantial business impact. Ideal candidates will have: · Proven industry experience in multi-site Contact Centres · A sound understanding of workforce planning tools and methodology · Strong track record in your current role, with a background in evaluation, design, execution and measurement of key contact processes · Proven leadership of high volume teams
Advantageous experience: · Experience in customer contact outsourcer management · Insurance background (Motor and Home) · Contact technology thought leadership
Benefits for you:
· Competitive basic salary which we will share with you upon shortlisting, but do feel free to email the Recruitment team for more details in advance of your application - · Flexible working opportunities · Up to 10% bonus earning potential · 25 days holiday · Life assurance · Competitive pension · Flexible benefits - buy or sell holidays · Discounted Hastings Direct products · A friendly, dynamic and flexible environment with a test-and-learn culture · Structured career path that rewards achievements and solid performance · Ability to contribute to real change About us
Hastings Group, a FTSE 250 listed entity, is a fast growing, agile, digitally focused general insurance provider of products and services to over 2.6 million customers in the UK, employing over 3,000 colleagues. The Group comprises two trading entities; Hastings Insurance Services Limited (trading as "Hastings Direct"), a UK retail intermediary, and Advantage Insurance Company Limited, a Gibraltar based insurance underwriter. Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.