Claims and Complaints Manager

2 weeks ago

Blisworth, Northamptonshire, United Kingdom Gallagher Full time
About the Role

We are seeking a highly skilled and experienced Claims and Complaints Manager to join our team at Gallagher. As a key member of our team, you will be responsible for delivering outstanding results and ensuring our clients receive the best possible service and outcomes.

Key Responsibilities
  • Claims Handling: To act as the key conduit between the claims handlers and the Senior Leadership Team, ensuring seamless communication and collaboration.
  • Training and Development: To be responsible for training claims handlers in respect of client procedures and to monitor the work of team claims handlers to ensure that client service level agreements and key performance indicators are maintained and always met.
  • Compliance and Quality: To ensure that the data held on the case management system is to a sufficiently high standard and work with the Senior Leadership Team and IT support in the preparation of client reports.
  • Team Management: To be responsible for the team's delivery on specified targets and controlling the claim lifecycle, as well as contributing to financial targets and feeding back to the Senior Leadership Team in respect of the on-going achievability or otherwise of the goals set out by the Senior Leadership Team.
  • Recruitment and Performance Management: To assist the Senior Leadership Team with recruitment into the client service team and to conduct formal probationary reviews, appraisals, and other performance management.
  • Employee Support: To liaise with team claims handlers and the HR Manager to arrange and co-ordinate absences and the return to work.
  • Training and Development: To work with the Senior Leadership Team to identify, organise, and implement training needs for all team claims handlers, helping to develop team claims handlers, particularly new employees, with guidance and clear direction around expectations.
  • Technical Support: To provide structure and guidance when delegating responsibility to deputy (where appropriate), claim handlers, and other staff, including where possible the agreement of specific requirements, timescales, escalation procedures, and a defined commencement and conclusion.
  • Quality Assurance: To be a technical referral point from claims handlers and both on pre-and post-litigated claims, to be aware of the nature of the files held by the team, and to seek to recognise and identify any issues with those files before any problems occur or alternatively to assume ownership of contentious or complaint cases, working with the Senior Leadership Team to resolve the same.
  • Auditing and Improvement: To assist the Technical and Quality Manager with the auditing of claim files (when required) and to contribute to arising action plans, improvements, and changes in process and procedure that becomes necessary.
Requirements
  • Prior experience of Motor claims handling in a legal/insurance/claims management environment to cover pre-and post-litigated claims.
  • Strong communication and interpersonal skills, with the ability to work effectively with colleagues at all levels.
  • Ability to work in a fast-paced environment and to prioritise tasks effectively.
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
  • Ability to work collaboratively as part of a team, with a focus on delivering excellent results and outcomes.
Benefits
  • Competitive salary and benefits package.
  • Minimum of 25 days holiday, plus bank holidays, and the option to 'buy' extra days.
  • Defined contribution pension scheme, which Gallagher will also contribute to.
  • Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x.
  • Health cash plan or Private medical insurance.
  • Employee Stock Purchase plan, offering company shares at a discount.
  • Share incentive plan, HMRC approved, tax effective, stock purchase plan.
  • Critical illness cover.
  • Discounted gym membership, with over 3,000 gyms nationally.
  • Season ticket loan.
  • Access to a discounted voucher portal to save money on your weekly shop or next big purchase.

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