Description To provide support & coach MCL Mid-Market Loss Adjusters & MCL LAs manage their MCL claims, exceed client expectations, to deliver service excellence & Customer best outcomes. No case load or small number of claims, if your preference. Role will encompass directly managing Peer review MCL claims handling, site visits, assisting Loss Adjusters with quantity & quality pro-active claims Responsibilities Working together with RSM Regional Service Manager & ROD Regional Operations Director to deliver Crawford & MCL business aims. Directly manage Support RSM/ROD to ensure all MCL new claims & complex escalations receive optimum allocations to Loss Adjusters & Specialists. Monitor adjusters to ensure updates to Customers, Insurers & Brokers, file reviews & reports are all issued within the agreed SLAs. Monitor & review caseloads to help & support MCL Loss Adjusters both from a technical and service basis to deliver best outcomes. Monitor Complaints resolution by MCL Loss Adjusters & Claims Technicians, intervene by providing advice & direction, if necessary. Assist adjusters with letters, action plans, Gantt graphs, reports & timelines, where required to ensure compliance against SLAs. When the MCL Loss Adjuster & Claims Technicians are unavailable act as point of contact for all relevant parties on a claim. Overseeing caseloads when a Loss Adjuster & Claims Technicians are on annual leave or absent. Peer Review MCL Claims within MCL regions, maintain quality standards & deliver direct technical feedback to MCL Loss Adjusters. Support Academy Directors, RSM/ROD in delivery of training to MCL Loss Adjusters, Specialists & Claims Technicians. Planning with MCL People Development Director, RSM/ROD to identify & deliver training programmes within their MCL regions. Planning with ROD & MCL People DD & Head of MCL Succession Plans to develop & grow future MCL capacity & expertise. To seek new opportunities to “sell & cross sell” to existing & new clients working together with MCL, Client Services & Broker Teams. Maintain awareness of Business Continuity programme and your role within it. Able to demonstrate knowledge and/or awareness of FCA procedures, TCF initiatives and Consumer Duty Act, UK Laws & Regulations. Actively seek to develop oneself and take responsibility for your own training and development. To formulate, allocate, participate in projects as required, ensure they occur within timescales meeting both Crawford & Clients aims. The LA Manager will be required to carry out any other function or task that may be expected from them or assigned to them from time to time, within their span of knowledge & abilities. Any other ad hoc duties as required by Crawford. Qualifications Problem solving ability to recognise & resolve technical difficulties by taking appropriate steps to address issues. Quality focussed to provide a high level of customer service excellence to both internal & external audiences. Insurance technical knowledge & abilities to demonstrate attention to detail / peer reviews & train coach mentor others. Dispute resolution handling skills to manage Customer, Insurers & Broker complaints effectively & proactively. Prime advocate of ‘One Crawford’ collaboratively promote joint solutions, be creative & innovative in a resolution mindset. Always behave in a customer focused & Client First way to ensure development & maintenance of positive client centric relationships. Demonstrate personal integrity in a way which is consistent to the company’s RESTORE core values. Communicate effectively by sharing, listening, and exchanging information and knowledge at all levels. Accountability to deliver what is promised to all internal & external Customers. Lead by being the best version of yourself. Courage to do the right thing, be brave & challenge the status quo, give & take valuable feedback with respect of others. Ethically lead, empower others, act with honesty & transparency, respect differences whilst driving an inclusive People 1st culture. Essential ACILA qualified & MCL experiences technical/complex claims. Strong coaching & high performance management abilities. Customer service excellence & strong organisational skills. Strong communication skills both written and verbal. Desirable Significant Insurance Industry experiences. ACII / FCII & FCILA