This job has expired

Claims Customer Team Leader

Employer
First Central
Location
Haywards Heath, West Sussex
Salary
Up to £30,000
Closing date
1 Oct 2021

View more

Sector
Business, Finance, Financial Services, Insurance
Function
Call Centre, Customer Service, Data , Financial , Management , Negotiator , Operations, Sales
Contract Type
Permanent
Hours
Full Time
You need to sign in or create an account to save a job.

Job Details

To provide leadership and motivational direction to a team of Claims Negotiators ensuring that procedures are followed and they carry out their duties efficiently to ensure all claims are resolved within a reasonable time period and in accordance with Company policies and procedures.
Create an atmosphere of professionalism and behaviours attributed to the company values amongst employees.

Job responsibilities:

  • Monitor negotiators performance to ensure they are following Company policies and procedures at all times and are compliant with FCA regulations (including TCF principles).
  • Set targets for agents and provide coaching and mentoring to achieve KPI’s and Behaviour Targets.
  • Conduct regular performance reviews, including probationary reviews and annual appraisals and gauge and assign negotiator positions against the framework.
  • Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Claims Operations Managers and HR when required.
  • Assist the recruitment process including assisting with the interviewing and training of new recruits, or re-training of current employees when required
  • Assist and support the departmental resource planning team with employee shifts and working patterns to ensure optimal staffing levels and manage the workload of the team.
  • Provide the team with feedback on company performance and ensure they are kept up to date with all changes in products, price and underwriting changes
  • Support negotiators in dealing with customer objections and resolving and logging complaints appropriately to avoid complaints escalation when appropriate.
  • Support Resource Planning by observing real-time telephony system and claims campaigns to ensure SLA’s and KPI’s are achieved
  • To work closely with other teams and departments to ensure consistency and best practice
  • To be compliant with health and safety policies at all times
  • To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times (including TCF)
  • Encourage and drive a reduction in ACPC ensuring Claims Management Team is kept up to date with relevant data.
  • Lead your team in embedding “simply driven” into our Claims service
  • Actively manage all costs within the team, both operational and claims indemnity driven on a pragmatic and commercial basis
  • Ensure that all claims files are reserved accurately and promptly within our reserving philosophy
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
  • Any other reasonable duties as required


Experience & knowledge

  • Experience of meeting KPI’s and SLA’s within a regulated environment
  • Extensive motor claims experience at a senior level
  • Experience of managing a team of employees
  • Experience of claims reporting management of ACPC
  • Solid experience of auditing claims files
  • Knowledge of FCA requirements
  • Solid understanding of all aspects of motor claims handling
  • Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to claims
  • Solid understanding of the business objectives and operations delivery


Skills & Qualifications

  • Excellent communication skills, both verbal and written
  • Strong leadership and management skills, and ability to motivate employees in a high pressurised environment
  • Influencing and negotiation skills
  • Problem solving skills with the ability to adopt a logical approach to resolving problems
  • Great customer service skills
  • Good numeracy and literacy skills
  • Strong IT and software skills
  • Good communication skills, both verbal and written
  • Good time management and organisation skills


Behaviours

  • Customer focused
  • Self-motivated and enthusiastic
  • Embrace, embed and incorporate the Company Values
  • An organised and proactive approach
  • Takes initiative to make decisions
  • A flexible approach and positive attitude
  • Approachable and keen to help others
  • Confident in presenting complex information in a clear and concise manner
  • Emphasis on attention to detail and accuracy
  • Strives to deliver performance targets and drive business improvements to contribute to the success of the business
  • Ability to work on own initiative and as part of a team

Company

We’re First Central, an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

Our motor insurance broker, 1ST CENTRAL, is firmly established as a top 10 supplier on UK price comparison websites and has successfully built a customer base of over half a million. It strives to make buying car insurance a more accessible and effortless experience.

We recognise that our success is entirely down to our talented people, who we know are our biggest asset, and we’re always on the lookout for talented people to join our team. In return, we can offer you a great place to work and lots of fantastic benefits.

For more information, click below:

Follow Us:

linkedin, linkedin logo, network icon facebook, facebook logo, fb, fcb icon tweet, twitter, twitter logo icon

1st Central New Office

Find Us
Location
Gemini House, Mill Green Business Estate
Mill Green Road
Haywards Heath
West Sussex
RH16 1XQ
GB
You need to sign in or create an account to save a job.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert