Digital Claims Team Manager

4 weeks ago


Liverpool, Liverpool, United Kingdom Carpenters Group Full time

About the Role:

As a Manager on the Credit Hire & Bodily Injury team at Carpenters Group, you will be working towards the vision and strategy of the company. You will be responsible for leading and inspiring a team of pre-litigation third party injury and credit hire claims handlers. Your key objectives will include ensuring that claims are processed efficiently, within legal and regulatory frameworks, and with a focus on controlling indemnity spend and maintaining high standards of customer service.

Key Responsibilities:

  • Lead and motivate your team to drive positive performance through effective coaching, delivering great service to customers at all times.
  • Proactively manage performance/conduct and absence issues in line with company policies and procedures, liaising with HR as necessary.
  • Compile and supply required MI to evidence performance including productivity and workflow.
  • Identify talent and support the development of your people.
  • Ensure each claim is dealt with in line with client procedure and within service standards, in line with agreed authority.
  • Support all teams with their customer journeys, real-time management, managing productivity, adherence and service levels ensuring colleague feedback and support is given in the moment.
  • Handle complaints as allocated.
  • Drive your own development by actively seeking development opportunities.
  • Ensure customers and the business are kept safe through team compliance to all procedural and regulatory legislation as required by FCA.

About Us:

Carpenters Group is a leading provider of legal and insurance services across the UK. We've been delivering high-quality solutions for over 30 years, with a team of 1500 people working across seven office locations. We work in partnership with household name insurers to deliver fully outsourced claim solutions, and we also represent individuals who need expert legal support.

What We Offer:

  • 22 days plus bank holidays or day in lieu.
  • Hybrid working model (in relevant role).
  • Holiday buy and sell.
  • Medicash cash plan - claim back dental / physio / optical appointments.
  • My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools.
  • Discounts and cash back on travel and shopping through Medicash extras.
  • Life Assurance Scheme (4 x salary).
  • Pension scheme.
  • Active network of Wellbeing Champions - providing mental health support.
  • Training and development opportunities.
  • Funded social events to connect with your colleagues.
  • Dress for your day policy.


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