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Claims Specialist Manager
2 weeks ago
This role plays a pivotal part in leading and developing a high-performing team of dedicated claims specialists, ensuring the delivery of exceptional customer service and efficient claim resolution throughout the entire customer journey.
This includes championing customer advocacy, especially for vulnerable customers, by instilling a strong risk-aware culture and empowering the team to operate with fairness, compassion, and flexibility.
Key Responsibilities- Lead & Develop Your Team: Guide, inspire, and manage a team of claims consultants, fostering their professional growth through expert coaching, constructive feedback, and continuous learning. Conduct performance reviews, identify training needs, and celebrate successes.
- Drive Claims Excellence: Oversee the prioritisation and allocation of claim portfolios, ensuring optimal efficiency and service levels. Support your team in managing their claims, conducting thorough reviews, and providing necessary authorisations in line with company policies.
- Be Our Technical & Compliance Expert: Provide expert technical support on product knowledge, claims processes, system usage, and compliance requirements, ensuring strict adherence to all regulatory and internal standards.
- Champion Risk & Advocacy: Actively cultivate your team's awareness and ownership of our risk framework. Promote the understanding that good risk practice is everyone's responsibility, whilst passionately advocating for our customers, especially those who are vulnerable.
- Optimise Performance: Regularly monitor team performance against key metrics and service level agreements, implementing proactive measures and corrective actions to drive continuous improvement and ensure we consistently exceed expectations.
