Overview
We’re looking for a Claims Customer Service Manager to join our Insurance Money and Services team. This role plays a pivotal part in delivering great customer outcomes at Tesco IMS. As Claims Customer Service Manager, you’ll lead teams responsible for settlement of customer damage claims and the Claims Business Support Teams. Leading a team with up to 6 direct reports and reporting into senior Claims leadership. You’ll be accountable for Motor claims up to £50k per claim and will act as a Subject Matter Expert across your area of expertise.
Location and terms
Location: Newcastle, 12-month Secondment / Fixed Term Contract. Office attendance is hybrid; you should be able to travel to our Newcastle office, 2 days per week for this position. Closing Date: Applications close 12th May at 5pm.
Responsibilities
* Lead the day to day operation, ensuring service, telephony and performance targets are delivered.
* Own operational performance, forecasting and planning, balancing customer experience, cost and compliance.
* Control indemnity spend and early settlement activity, monitoring trends, risks and root causes.
* Act as technical SME and escalation point for complex cases and complaints.
* Coach, develop and engage leaders and colleagues, building capability and high performance.
* Drive continuous improvement through customer insight, MI, failure demand analysis and system change.
* Oversee the full early claims journey, including settlement of eligible claims, while ensuring claims are handled fairly, accurately and in line with regulatory and financial controls.
* Balance customer experience with indemnity spend and regulatory requirements.
What you’ll be doing
* Lead the day to day operation, ensuring service, telephony and performance targets are delivered.
* Own operational performance, forecasting and planning, balancing customer experience, cost and compliance.
* Control indemnity spend and early settlement activity, monitoring trends, risks and root causes.
* Act as technical SME and escalation point for complex cases and complaints.
* Coach, develop and engage leaders and colleagues, building capability and high performance.
* Drive continuous improvement through customer insight, MI, failure demand analysis and system change.
Essential criteria (what we need you to have)
* Extensive leadership experience within Motor claims operations.
* Strong technical claims knowledge, including indemnity, liability, complaints and FCA requirements.
* Proven experience managing operational performance, cost control and customer outcomes.
* Confidence leading teams and decision making in a regulated environment.
Desirable criteria
* Professional insurance qualifications (Cert CII / Dip CII / ACII).
* Experience of digital claims journeys, system enhancements or agile delivery.
* Exposure to operational excellence, process redesign or change initiatives.
* Project leadership or SME ownership within claims or customer operations.
What’s in it for you
* Prepare for your retirement with our colleague pension scheme.
* Private Medical Insurance (WL2+) and virtual GP Service for you and your family 365 days a year.
* Performance related annual bonus.
* Generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
* Colleague Clubcard benefits with discounts and a second card to share.
* Family-oriented initiatives, including enhanced maternity pay, a shared parental leave policy, and 8 weeks paid paternity leave.
* Ongoing learning opportunities and award-winning training to support your career goals.
* Buy as you Earn and Save as you Earn share schemes.
Interviews
We understand work–life balance is important. Please discuss the flexibility you need at interview, as we’re committed to exploring part-time and flexible working opportunities at every level. Interviews are expected to be held shortly after the closing date.
Additional information
We value our people and diverse teams. Our colleagues work in a hybrid model, with in-office collaboration for moments that matter and team activities. If you’d like to learn more about a career at Tesco Insurance and Money Services, click apply to find out more.
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