Reporting into our Head of Home Claims Operations, you'll be leading a high-performing team of Leaders and Handlers across the UK that deliver outstanding customer service, quality claims handling, and excellent financial outcomes. You'll have the overall responsibility for managing property claims, driving operational excellence across internal teams and outsourced partners, and shaping a department that consistently delivers fair, fast, and accurate customer and financial outcomes. With deep technical knowledge and a passion for customer outcomes, you'll inspire your teams to go beyond expectations and help us build a best-in-market Home Claims function.
1. Leading and motivating Home Claims Team Leaders and their Claims Handlers across multiple sites to deliver fair and transparent outcomes for customers, championing a first-contact resolution mindset, ensuring customers feel heard, supported, and confident in their claims journey, and embedding a culture that prioritizes empathy, clear communication, and doing the right thing by the customer every time.
2. Delivering consistently high standards of technical accuracy, reserving, and indemnity control across all claims.
3. Owning the execution and embedment of new processes and operational improvements, ensuring regulatory compliance and quality assurance standards are not only met but exceeded.
4. Utilizing data insights to identify trends, opportunities, and areas for performance improvement, turning insight into action, and supporting wider business change, including systems improvements, digital journey enhancements, and operational design projects.
5. Leading the development of our operations, ensuring our supplier partners are aligned and delivering against expectations, achieving operational KPIs, and improving settlement efficiency while delivering against leakage and quality targets.
6. Inspiring, coaching, and developing teams to deliver consistently strong performance with a focus on the customer and quality, building an engaged culture, promoting open communication, and ensuring each colleague understands their contribution to the bigger picture.
7. Extensive technical expertise in Home Claims (personal lines) with a strong commercial understanding of the area and a track record of controlling home claims indemnity spend.
8. Proven experience of leading high-performing, customer-focused operational teams and implementing process change and performance improvement initiatives.
9. Strong ability in interpreting data and MI to drive decision-making.
10. Experience managing outsourced relationships and aligning them to business objectives.
11. Ability to handle and control surge/unusual events while motivating others to go above and beyond to bring the business back to usual.
We're a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We've made significant investments in data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of our journey and know that our continued success relies on talented colleagues like you.
We provide insurance for over three million customers, but there's even bigger opportunity out there. If you're reading this, it means we've piqued your interest in #lifeatHD. We hope you'll join us to share in our exciting future.
Benefits include:
* Flexible working - a hybrid approach, discussed with your recruiter.
* Competitive bonus scheme - annual 4Cs performance bonus.
* Private medical insurance, income protection, life assurance, and matched pension contributions.
* Mental wellbeing programs, including Thrive app, colleague assistance, and mental health first aiders.
* Additional benefits: 27 days annual leave + bank holidays, discounts, cashback, mortgage advice, health assessments, Cycle to Work, tech schemes, onsite facilities, social events, and more.
Join us to experience a different way of doing things. Our 4Cs focus on colleagues, customers, company, and community, creating a culture that supports growth and success. We provide the right tools and support to help you thrive.
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