Job Summary The Claims Assessor Team Lead is responsible for overseeing the daily operations of the claim’s assessor team, ensuring accuracy, efficiency, and compliance in the processing of claims. This role includes supervising claims administrators, reviewing high-value or complex claims, and collaborating with other departments to improve workflow and customer satisfaction. The Claims Assessor Team Lead plays a key role in identifying process improvements, training team members, and ensuring that claims are handled in a timely and fair manner. Key Responsibilities: Leadership and Team Management Supervise and lead a team of claims administrators, providing guidance, mentorship, and support. Assign, prioritize, and monitor the workflow within the team to ensure timely completion of claims processing. Conduct performance evaluations, set goals, and provide continuous feedback to enhance individual and team productivity. Organize regular team meetings to discuss objectives, challenges, and updates on company policies and procedures. Claims Processing and Quality Assurance Review and process high-value, complex, or escalated claims, ensuring adherence to company policies and compliance with regulatory requirements. Conduct regular quality assurance checks on processed claims to maintain accuracy and mitigate risk of error. Analyse claim patterns to identify potential fraud, abuse, or non-compliance and take appropriate action when necessary. Ensure accurate data entry, documentation, and record-keeping for all claims processed within the team. Training and Development Develop, implement, and oversee training programs for new and existing team members to ensure continuous learning and skill development. Keep the team informed about updates in claims policies, regulatory changes, and industry best practices. Create and maintain training materials, guides, and resources to enhance team knowledge and efficiency. Process Improvement and Reporting Identify and implement process improvements to enhance the accuracy, efficiency, and customer satisfaction of the claims administration function. Collaborate with other departments (e.g., Underwriting, Customer Service, IT) to resolve issues, streamline workflows, and improve communication. Prepare regular reports on team performance, claim processing times, and other relevant metrics for management review. Develop and maintain metrics for tracking claims processing performance and making data-driven recommendations for improvement. Customer Service and Communication Act as a point of escalation for complex or dissatisfied customer claims, working to resolve issues promptly and professionally. Maintain effective communication with clients, brokers, and vendors to ensure expectations and timelines are met. Support the development and implementation of customer service strategies to improve satisfaction and retention. Experience with overseeing an inbound/outbound customer service team, confident with ensuring high satisfaction and efficient operations when engaging with customers and maintaining SLA/KPI’s. Qualifications Education and Experience Veterinary Nurse qualification Experience in claims administration in a supervisory role (nice to have) Experience in Insurance market. Skills and Competencies Strong knowledge of claims processes, policies, and industry best practices. Proven leadership skills with the ability to motivate, develop, and guide a team. Excellent analytical, problem-solving, and decision-making abilities Detail-oriented with a strong commitment to accuracy and quality. Proficient in claims management software and MS Office Suite (Excel, Word, Outlook). Exceptional communication skills, both written and verbal. In return you will receive 23 days holiday per year (increasing to 30 days with length of service) Your birthday off (paid) Free breakfast/lunch on site 4 x salary life assurance £500 towards your own wellbeing Company Pension Private Healthcare Discounts to retailers and company products Employee assistance programme Interested? Want to know more? Apply today