Home Emergency Claims Team Manager
Claims UK and Ireland
Niche and DER
Full time rolling rota 7:00 - 15:00 and 15:00 - 23:00 with one in 3/4 weekends
Preston Office - Hybrid after 6 months
Daily Duties
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
Overseeing the processing of insurance/emergency claims from start to finish
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 ser...