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Technical Claims Team Leader

Brighton, UK
Closing date
28 Jan 2021

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Contract Type
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Job Details

Job summary:
  • Lead a team of claims handlers, to help our client deliver a World Class Claims service. You will lead, support, and develop our claims handlers whilst continually working to improve processes, customer journey and financial controls.
  • You will be our claim technical referral point, claim process expert and help build and deliver continual improvement projects within claims and help others with the wider team.

  • Lead a team who handle pet claims from notification to settlement, validating policy cover and the claim, to ensure fraud controls and claims processes are followed and quality is delivered at every touchpoint.
  • Ensure your team carry out required investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim.
  • You will also deal with a small volume of material damage and liability claims.
  • Be the technical claim referral point for claims and the wider team. Personally, handle the more complex pet claims and manage technical referrals from the claim team and the wider population.
  • Deliver a quality claims service by completing claims payment authorisations and quality audits ensuring a monthly (at least) 'Feedback Loop' is completed with which to provide constructive guidance to team members and recognise high standards of service achieved.
  • Use our data to deliver customer service and claim financials in line with SLA's and KPI's, identify and share awareness of potential trends, issues, or risks, and escalate appropriately.
  • Produce weekly and monthly reporting for the company and our underwriters to meet obligations and track performance.
  • Coach and support and develop Claim team members to deliver operational targets and provide a world class claims service.
  • Share knowledge and expertise and help to coach colleagues and our team to provide adequate cross-cover and maintain a quality customer service during annual leave and other absence and most importantly help with team development.

What you bring
  • Excellent understanding of claims handling practices and processes.
  • Excellent knowledge in regulation and FCA requirements
  • Good knowledge and understanding of pet health.
  • Strong understanding of the value and impact of services provided.
  • Pet insurance claims assessment and case review
  • Insurers, brokers, and insurance products and how they work.

Skills and Personal Attributes
  • Coaching-style people management skills
  • Good listening skills: questioning, summarising, and reflecting with empathy.
  • High accuracy, quality, and attention to detail in documentation and record-keeping
  • Performance data analysis skills and reporting for MI purposes.
  • Excellent at planning and organising own work and the work of others
  • Performance management: objectives, reviews, use of effective feedback.
  • Exercises good balanced judgment and is prepared to make decisions.
  • Assertive and can influence positively to handle difficult conversations and gain acceptance.
  • Works effectively across the business with colleagues in other teams and locations.
  • Ability to apply employee policies, work environment, and routines competently and fairly.
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