Location
NEWCASTLE
Salary £50000 - £60000 TypePermanent WorkplaceOn-Site Ref89263
Claims Services Manager
As the Claims Services Manager, you will be responsible for leading and supporting a team of claims handlers to ensure efficient, accurate, and customer-focused claims management. You will play a key role in overseeing team performance, providing direction and mentorship, and ensuring all claims are processed in line with company policies and regulatory requirements.
The primary focus of this position is to drive productivity, maintain quality standards, and cultivate a positive, collaborative working environment.
This role involves full oversight of the claims process, ensuring compliance with relevant regulations and delivering an exceptional customer experience.
Key Responsibilities
1. Lead, mentor, and manage a team of claims professionals, providing ongoing guidance, feedback, and support to encourage high performance and professional growth.
2. Oversee the end-to-end claims process, ensuring timely and accurate handling in accordance with internal policies and industry standards.
3. Deliver excellent customer service, maintaining clear communication and ensuring fair outcomes throughout the claims journey.
4. Ensure compliance with all relevant regulatory frameworks, including GDPR and Consumer Duty obligations.
5. Produce and analyze management reports to assess performance, identify trends, and implement improvement initiatives.
6. Recognize training and development needs within the team, facilitating continuous professional learning and upskilling.
7. Drive process improvements to enhance operational efficiency and overall service quality.
8. Utilize Acturis effectively for documentation, workflow management, and compliance monitoring.
9. Take ownership of complex issues, ensuring prompt and effective resolution.
10. Represent the business professionally, demonstrating approachability, integrity, and alignment with company objectives.
11. Maintain and develop technical knowledge through continued professional development, training, and qualifications.
12. Adhere to all internal policies, risk management protocols, and compliance requirements, taking responsibility for upholding corporate and regulatory standards.
Qualifications and Experience
13. Proven enthusiasm, ambition, and drive to succeed within a dynamic and fast-paced insurance environment.
14. Demonstrable experience in insurance claims handling, ideally with exposure to corporate or risk-managed clients.
15. Strong technical knowledge across major lines of business, including Property, Casualty, Motor Fleet, Motor Trade, Cyber, Management Liability, Professional Liability, Marine, Accident & Health, Construction, and Engineering.
16. Exceptional leadership, communication, and interpersonal skills, with a strong understanding of claims processes and regulations.
17. Excellent organizational and time management abilities, with the capability to prioritize and meet deadlines.
18. Experience using Acturis is highly advantageous; training can be provided if needed.
19. Progress toward or completion of an ACII qualification (or equivalent) is preferred.
20. Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
21. Strong written and verbal communication skills, with the ability to engage effectively with colleagues, insurers, and stakeholders.