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