Customer Care Claims Manager

The Claims Manager is responsible for individual agent performance and quality within their Claims team. They use their excellent people management skills to drive outstanding service from their team, ensuring there is a strong focus on the delivery of key business KPIs. The company culture and demands of this position are best suited to someone who is hands-on, creative and solutions focused.

Duties & Responsibilities:

Individual Performance management

Complete documented monthly 121s with team members and initiate Personal Improvement plans as required

Complete performance management meetings and documentation

Identify performance gaps and manage appropriately

Ensure team behaviour is in line with the company values and HR guidelines

Provide mentoring in how to correspond and communicate effectively and professionally

Complete call feedback and coaching sessions with all agent levels

Co-ordinate all leave in accordance with company policies (e.g. sick / annual leave)

First point of contact for attendance, sickness and lateness. Completing and documenting Return to work meetings

Review, distribute and coach NFS quality assurance feedback

Support team with product and process queries

Manage team completion of eLearning

Rota management

Manage team building

Team performance Management

Complete weekly team call calibrations with all agent levels

Achieve agreed business unit KPI’s

Create a high energy environment to drive optimum results

Mentor and guide a team to optimal performance through daily motivating and accountability

Service delivery Management

Manage delivery of all correspondence within agreed company timescales and deadlines

Critical analysis and evaluation of all decisions made

Liaise with the Learning and development team to assist with a successful new agent induction

Deliver a solution focused approach to any upward referral

Act as a communication filter on business matters with full visibility and transparency to your team

Manage and control escalated complaints in line with the business complaints process

Maintain an up to date knowledge of products and processes as well as insurance industry best practices and competitor activity

Complete quality checks for written communication

Performance reporting

Report on daily, weekly and monthly team performance

Provide reporting to the Head of Customer Care weekly and monthly on team performance

Review daily stats and action accordingly

Identify key trends, opportunities and needs within the Claims team and other business units

Skills & Experience

Minimum 2 years experience in leading and managing the delivery of outstanding service to Claimants within a team environment

Proven capability to build and embed team performance through guidance and coaching

A sound understanding of FCA operational guidelines; preferably within a regulated Claims handling or call centre environment (i.e claims procedures, compliance, process, and procedures)

A demonstrated high level of experience in a hands-on role leading a team

Demonstrated ability to correspond both verbally and written to exceptionally high standards

Experience in delivering agreed key business KPI’s through a team of direct reports and the ability to analyse and digest business reporting metrics

Ability to proactively create and provide solutions that apply to day-to-day business demands in a Claims handling environment

Life insurance industry experience preferred but not essential

Intermediate/advanced computer skills (Microsoft office)

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!