Claims Team Lead

3 weeks ago


Preston, Lancashire, United Kingdom Davies Full time
Claims Team Manager

Job Summary: We are seeking a highly skilled Claims Team Manager to lead our team of claim handlers in the UK and Ireland. As a Claims Team Manager, you will be responsible for overseeing the processing of insurance/emergency claims from start to finish, ensuring that claims are handled in accordance with company policies and industry regulations.

Key Responsibilities:

  • Leading a team of 12 – 16 claim handlers
  • Providing guidance, training, and mentorship to team members
  • Monitoring individual and team performance to ensure productivity and quality targets are met
  • Reviewing and approving complex or high-value claims
  • Ensuring claims are handled in accordance with company policies and industry regulations
  • Compiling and analysing data related to claims processing metrics
  • Generating reports for management to assess team performance and efficiency
  • Making recommendations for process improvements based on data analysis
  • Implementing quality assurance processes to minimise errors and inaccuracies
  • Regularly listening to calls in order understand any blockers to overall customer experience
  • Addressing issues affecting claim processing efficiency or accuracy via regular audits
  • Resolving escalated customer issues or complaints, prioritising informal resolution
  • Ensuring a high level of customer satisfaction with the claims process
  • Developing strategies to improve customer service within the claims department
  • Consistently delivery of key KPIs; Telephony, Claim Progression, Closed Claims, Revenue and Deployment
  • Engage with key stakeholders to make resourceful decisions quickly to mitigate failure, and work cross functionally to share resource where appropriate to sustain performance
  • Staying up-to-date with insurance laws, regulations, and industry trends
  • Ensuring that the claims' team adheres to all legal and regulatory requirements
  • Implementing training programs to educate team members on compliance issues
  • Working closely with other departments especially in times of seasonal uplift and surge
  • Collaborating with IT teams to implement or improve claim processing systems
  • Participating in cross-functional projects to enhance overall business operations

Requirements:

  • Previous experience in insurance claims processing, with at least 2 years in a supervisory or management role
  • Strong knowledge of insurance products, procedures, and regulations
  • Excellent leadership and team-building skills
  • Effective communication skills, both verbal and written
  • Analytical mindset with the ability to interpret data and make strategic decisions
  • Proficiency in using claims processing software and Microsoft Office Suite

About Us:

We are Davies, a leading insurance claims management company. We are committed to providing excellent customer service and ensuring that our claims process is efficient and effective. We are looking for a highly skilled Claims Team Manager to join our team and help us achieve our goals.


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