Job Description
Company Overview. Who we are
Trinity Claims is a claims management company based in Tonbridge, that designs and delivers claims strategies to meet the needs of our partners. Our team consists of talented professionals with a proven track record in leading and delivering change in insurance companies. We have a leadership team dedicated to growing the business, with a family feel and a welcoming culture who are all focused on delivering the best services for our customers.
Role Overview. Why Join us
Due to continued growth, we are looking for a practical and dynamic Home Claims Operations Manager with proven home (ideally) claims operations expertise within the insurance sector and ability to lead through change. Reporting to our Head of Claims, you will be accountable and responsible for day-to-day operations of our entire Home Claims function, including FNOL, Small Claims team, SLT, Complex Admin and Ground Movement team. You will help us implement our home claims strategy that focuses on growth, driving change and improving systems and processes while also maintaining our excellence in customer experience.
Key Responsibilities & Accountabilities - What you will do:
* Provide a high level of leadership within the home claims handling department and delivering a first-class claims handling and management service.
* Ensure teams delivery outstanding customer service and promote to ensure complaint is to a low level and customer satisfaction is high.
* Co-ordinate home claims operations and have responsibility for driving changes to help achieve the company’s strategic goals.
* Plan and manage team resources to ensure adequate staff availability for handling incoming calls and team claims portfolio, whilst trying to drive efficiency through process and/or IT.
* Continually investigate better ways of working.
* Ensure regular review of reporting, process and procedures so they are up to date, future-proofed and fit for purpose.
* Motivate and drive the team to improve productivity and engagement.
* Mentor and develop team members to enhance their skills and capabilities.
* Monitor team performance to ensure weekly targets are set as well as ensuring that other operational goals and KPI’s are met, or exceeded.
* Hold regular 1-2-1 meetings to discuss performance and behaviour as well as carrying out formal annual and half-yearly appraisals ensuring that SMART objectives and personal development plans are set appropriately.
* Liaise with HR regarding any disciplinary, performance or other HR issues with members of the team and maintain staff records in line with company guidelines.
* Uphold confidentiality at all times.
* Provide technical and job-related support to team members ensuring company standards, procedures and compliance are maintained.
* Provide input to the development of the business, including system, process and supplier management.
* Represent the team at management meetings, and brief the team appropriately.
* Act as ambassador of our company, raising our profile in the market and proactively strengthen our home claims reputation.
* To work with the Head of Claims to create and implements home claims strategic operational deliverables.
* Undertake any individual, team task or activity reasonably requested and in line with the company values
What you will need to succeed:
* Auditing and monitoring outputs and data analysis
* Accuracy and attention to detail
* Ability to positively influence actions and decisions, collaborate, negotiate confidently and actively listen, both face-to-face and via virtual media
* Commercial awareness and thorough understanding of the competitive environment
* Excellent IT skills and knowledge of industry-specific software or programmes
* Ability to break down complex issues and spot trends, patterns and interdependencies
* Strong ability to build trust and mange relationships with external and internal stakeholders
* Proven sound judgement and decision making capability, even under time-pressure
* Proficient in project management software and tools
* Time management skills with the ability to prioritise effectively and delegate, where appropriate
Experience/Knowledge:
* Significant experience in a similar operations management role with leadership responsibilities
* Expertise within the home claims industry with experience of interdepartmental working desirable
* Experience in personal lines insurance of some sort required
* Extensive experience working with data, analysing figures and producing reports
* Adherence to financial targets/constraints
In return, we can offer you:
Salary £40,000 - £50,000 (DOE) as well as market leading benefits.
25 days Annual leave plus statutory holidays.
ASAP start
Rewards:
* On-site gym
* Free on-site parking
* Free on-site breakfast bar
* Complimentary on-site snacks and soft drinks
* Discretionary performance related bonus
* Life insurance cover
* Enhanced company pension scheme
* Cycle to Work Scheme
* Employee of the month & employee of the year awards
* Refer a Friend scheme
* An extra day’s holiday for your birthday
* Paid volunteering/charity day a year
* Support in your development and wellbeing, including an Employee Assistance Program (EAP)
* Eye test vouchers
* Training and development opportunities at all levels through Trinity Academy and Apprenticeship programs
* Social events
Application deadline: this position will remain open until we have found the right person for the job.
Trinity Claims is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.