Evening Team Manager
Claims UK and Ireland
Niche and DER
Hours 3pm - 11-00pm one in 3/4 weekends
Preston Office – Hybrid after 6 months
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 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