Home Emergency Team Manager

Team Manager

Claims UK and Ireland

Niche and DER

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

Understanding of insurance principles and claim processes

Familiarity with various types of insurance product OR Experience of working in a Home Emergency claims operation

Ability to motivate and inspire a team of claim handlers across remote and hybrid locations

Inspire your team to deliver results and exceptional customer outcomes

Strong decision-making abilities, conflict resolution and problem-solving skills

Data analysis and interpretation skills, using data from a variety of sources

Ability to identify trends, patterns, and areas for improvement across your team and the wider business

Clear and concise verbal and written communication

Ability to convey complex information in an understandable way to a range of audiences

Ability to manage multiple priorities and deadlines

Attention to detail in reviewing claims and documentation

Dedication to providing excellent customer service and Cost management.

Empathy and understanding when dealing with customers' needs

Commitment to upholding legal and ethical standards

Ensuring team members understand and follow compliance requirements

Flexibility to adjust to changes in processes or regulations

Willingness to learn and implement new technologies, strategies, and ways of working Previous experience in insurance claims processing, with at least 2 years supervisory role

Strong knowledge of insurance products, procedures, and regulations

Excellent leadership and team-building skills

Effective communication skills, both verbal and written

Analytical mindset with the ability to interpret data and make strategic decisions

Proficiency in using claims processing software and Microsoft Office Suite

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