Consumer Claims Manager

Job Title: Consumer Claims Manager Entity: Rokstone Underwriting Department: Consumer Location: London Who We Are Rokstone, part of the Aventum Group, is an established international underwriting MGA and approved Lloyd’s of London coverholder, where we also hold a Lloyd’s Box. With innovation at our core, we go beyond the ordinary to offer brokers specialised (re)insurance solutions. Within Rokstone, we house specialist MGAs such as Novus, iSure and iFarm, each contributing to our commitment to redefining industry standards. At the heart of Aventum are our people. Working together in dynamic, service-focused teams, we prioritise our customers in everything we do. Collaboration fuels our success, courage drives our innovation and continuous improvement keeps us ahead in a rapidly evolving industry. Our shared commitment is to revolutionise insurance for the better, one day at a time. We also believe that investing in our people is investing in our future. By empowering people across the Group to develop their careers, advance within the Group, and embrace new challenges, we build an environment where growth and learning never stop. Our competitive benefits package, offered via a flexible benefits platform, reflects this. Beyond core benefits, employees have the freedom to tailor their benefits to meet their individual needs, supporting their unique goals and ambitions. Role Summary Due to the success and continued growth of the business, we are now looking to recruit an experienced Consumer Claims Manager to support the Claims Manager, you will be responsible for ensuring claims integrity is consistent. This is a high-profile position given the size of the portfolios. Role Accountabilities To assist with the oversight and control of Claims functions within Novus Underwriting. Undertaking desk audits of monthly Claims Bordx and ensuring each Third Party Administrator is performing the function of Claims Administrator in the correct manner and with the skill required to perform their function. Report findings on an agreed basis to the Underwriters. Report Claims to Carriers on Novus Underwriting Ltd when required in accordance with each Agreement. When necessary, to attend a UK/overseas audit of a Third Party Administrator and report on the adequacy of the TPA. Advise Underwriters on the technical suitability of wordings if required. Keep abreast of all industry TSB’s and advise Underwriters accordingly. Assist the Claims Manager with the training of any future Claims staff. Support the Claims Manager with the ongoing development of the Claims Procedure manual. Support the Claims Manager with the ongoing development of Third-Party Claims Agreements. Any additional duties as assigned. Role Requirements Experience dealing with warranty products. Having some exposure to claims and being able to assess and manage claims. Knowledge of being able to process documents into the system. Skills and Abilities Accuracy and attention to detail. Computer literate. Auto mechanical and electrical conversant. Outcome-focused. Self-motivated & enthusiastic. Team worker with the ability to work on their own initiative. Professional approach to relationships. Good team management skills. Sound decision-making. Excellent written and verbal communication skills. Good attention to detail. The ability to work under pressure and manage tight deadlines. Good business judgment. Good numeracy skills. Sound computer skills. Management Duties No We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. And we forever challenge the status quo because we know there are always ways to improve things. Because together, we're limitless. We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process. FCA Conduct Rules Under the Senior Managers and Certification Regime the FCA and Aventum expects that: You must act with integrity. You must act with due skill, care and diligence. You must be open and cooperative with the FCA, the PRA and other regulators. You must pay due regard to the interests of customers and treat them fairly. You must observe proper standards of market conduct. You must act to deliver good outcomes for retail customers.