Claims Team Leader

Salary: £33,600 – £36,000 per year

The Role

• To proactively lead and motivate a team of claims handlers to achieve team objectives.

• To challenge current work procedures and recommend cost effective process improvements or

developments that improve productivity, customer service or staff satisfaction.

• To act as a referral point for the team.

• To ensure excellent customer service is delivered to and on behalf of Clients.

• To act as a contact point for clients on a day to day basis

• To work in partnership with other team leaders

• To train and develop team members to reach their potential

• To deliver a cost effective service within budgeted costs

• To continually improve employee satisfaction

Key Tasks

• To manage a team where each handler has a live client caseload of at least the target for their role and level.

• To ensure a team achieves an average elapsed time for open claims of at least their target level.

• To maintain post and diary within the agreed internal Key Performance Indicator (KPI) of 3 working days.

• To ensure all customer complaints are acknowledged within 24 hours and resolved within 5 days.

• To ensure telephone call backs are dealt with on due date.

• To carry out 2 quality audits a week on each handler for PRP.

Qualifications, Knowledge and Experience

Essential

• Competent in all areas of teams role at probationary level, level 1, Level 2 and level 3

• Clear understanding of the business and the key revenue streams

• Keeps professional knowledge up to date

• Ability to motivate and proactively coach others

• Ability to adopt a logical approach

• Ability to recognise inaccuracies and seek assistance

• Works with other areas of the business to achieve success

• Ability to work under pressure

• Ability to manage change positively

• Basic knowledge of relevant legislation – Financial Ombudsman Service (FOS) and Financial Services Authority (FSA).

Specific Competencies

• Fraud

• Negotiation

• Liability

• Litigation

• Quantum

• Regulation / Legislation

• Reserving

• Specialist Claims Knowledge (Third Party, Total Loss)

• Auditing

• Process Improvement

• Leadership & Management

For more information please get in contact or send us your CV