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Claims Technical Coach

5 months ago

Haywards Heath, United Kingdom First Central Services Full time

Location:

- Haywards Heath or Manchester
- Salary:

- circa £35,000 depending on experience
- Department:

- Customer & Operations

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.

Looking for a role that’s more than just a job? Join us as the backbone of our Claims Technical Department as we've got 2 vacancies for a **Claims Technical Coach** You’ll be the driving force behind our claims handling strategies and tactics, supporting our team to deliver top-notch service.

Your mission? To be the brains behind our continuous improvement initiatives. Dive into concept, research, and analysis, making sure our strategies soar. From pilot to business as usual, you’ll be the foundation, keeping key stakeholders in the loop about potential changes. But wait, there’s more You’ll be the go-to person for our Claims Handlers/Negotiators, providing top-notch technical support. Whether it’s via Microsoft Teams or face-to-face chats, you’ll be their guiding light through any process or technical conundrum.

Quality is your middle name You’ll ensure claims handling is tip-top, processes are followed to a T, and reservations are as accurate as can be. Think of yourself as the guardian of our standards. And guess what? You get to be the Sherlock Holmes of claim reviews Sniffing out areas for growth and development, ensuring our team is on the ball. Plus, you’ll be the coach extraordinaire, conducting those one-on-one sessions, providing feedback, and nurturing continuous development.

**You'll be a great fit for the team if you're**:

- a Motor Claims Wizard - you’re not just familiar with motor claims—you practically breathe it You’ve handled all sorts of tricky situations and know the twists and turns of the claims world like the back of your hand
- a Claims Process Ninja - you’re not just good with claims; you’re a champ at navigating the whole process. You’ve got the playbook - the rules and regs to the fine print. The legal and regulatory stuff? You’ve got it covered.
- the go-to person for advice - you coach, you innovate You’ve got this knack for guiding others through the claims journey. Plus, you’re the brain behind cool new ideas—always finding better ways to make things work in our claims world

Working flexibly, you'll spend most of your time working from home, with a day a week in the office, so living close to Haywards Heath, West Sussex or Salford Quays, Manchester is a must But of course, it’s your choice - if you prefer to be in the office more - that's good with us too.

**What's Involved**:

- To support the delivery of Claims Technical continuous improvement initiatives, tactics and strategies through concept, research and analysis, pilot and transition to business as usual (BAU) as appropriate, including providing updates to key-stakeholders and relevant business areas regarding any potential claims handling process changes.
- To provide excellent technical support to the Claims Handlers/Negotiators, via Microsoft Teams and/or face to face, by being first point of contact for process and technical questions.
- To ensure claims handling being carried out by the Claims Handlers/Negotiators is to a high standard and processes are adhered to and claims are accurately reserved.
- Undertake periodic claim reviews on Claims Handler/Negotiators and to ensure tactics/strategies and handling guidance is being adhered to as well as identify areas of knowledge/development that may be required, putting in place actions with the handler’s Line Manager, to ensure a high level of support is provided.
- To conduct monthly coaching sessions, one to one, with the Claims Handlers/Negotiators and provide feedback, remedial actions and discuss continued development.
- Support the Performance team in identifying and driving improvements in claims leakage, through the subsequent coaching and feedback sessions with the Claims teams and handlers.
- To provide high quality written referral responses to support the progression of the Claims Handlers/Negotiators technical development.
- Support Customer relations on ensuring good outcomes are delivered in relation to Claims complaints.
- To support the creation, development of and maintenance of Claims Technical training material ensuring it is in line with First Central current best practices and all relevant legal frameworks.
- To update and maintain claim