Claims and Complaints Controller

**Title**: Claims and Complaints Controller

**Location**: East Grinstead (mix of office and home working)

**Job type**: Maternity Cover, 12 months FTC

**Reporting to**: Head of Insurance & Financial Services

**About the job**: The purpose of the role is to effectively manage the Caravan Cover claims handling function and all complaints relating to financial services products. This includes developing and actioning plans to limit/mitigate claims cost and complaints, make operational efficiencies to reduce cost and improve the member experience.**Key Tasks/Accountabilities**:

- Ensure adherence to contracts relating to claims and complaints ensuring there is regular reporting, there is no contract leakage and contractual risk is sufficiently managed
- Ensure any necessary changes are made (with approval) to the Claims Handling guide to ensure alignment with product and/or underwriting changes
- Ensure referral processes and procedures are followed and evidence appropriately saved
- Ensure all complaints and feedback are reported and managed in line with Club and FCA timescales with oversight maintained on complaints managed by external partners
- Produce and present regular reports that track performance and make recommendations for changes to products, underwriting, processes and procedures as a result of insight from claims and complaints
- Ensure management reporting produced by outsourced services is accurate, timely and fit for purpose
- Develop and build effective relationships with service providers to ensure that we receive cost effective services and customer expectations are met
- Identify opportunities, make recommendations and implement agreed changes, to improve the claims and complaints service provision for customers and ensure regular benchmarking
- Identify opportunities, make recommendations and implement agreed changes to reduce costs both in the short and longer term, while ensuring the service is not compromised and the Club service remains one that would be expected of a ‘trusted expert’
- Support the Head of Insurance & Financial Services with drafting new, or the updating of existing, contracts relating to claims and/or complaints
- Manage a ‘Claims Board’ meeting and produce slides for other meetings to ensure external and internal stakeholder review of performance and influencing factors, alignment of action plans and development priorities
- Regularly review the external environment and engage with industry experts to ensure the context of performance is understood and potential risks identified early, with proposals made to address or mitigate these
- Leading, coaching and supporting the claims and complaint handler to deliver high-levels of customer service

**Essential Skills & Experience Required**:

- Intellectually agile with a thorough understanding of the Claims function
- Experience of analysis of performance MI across claims suppliers
- Experience of complaints handling, in particular those related to claims
- Experience in managing relationships, in particular claims outsourced arrangements
- Experience of delivering projects
- Able to develop and maintain positive working relationships at all levels and in all areas of the business and with external outsourced partners
- Excellent verbal and written communication skills
- Motivated self-starter who can work with mínimal supervision
- IT literate, with good keyboard skills
- Ability to think strategically and understand how business workflows impact on one another
- Previous experience of working in a technical role
- Enthusiastic and passionate
- Ability to respond to and adapt to changing demands

**Personal Attributes**:

- Ability to communicate at all levels both within the business and with customers
- Passion, commitment and enthusiasm in delivering requirements
- Proactive approach to personal development
- Attention to detail
- Self-Starter