Overview
We have an exciting opportunity for a motivated and skilled individual to join the Claims Support Team as a Senior Claims Support Agent. This is a key role within the department, where you'll apply your expertise in claims systems, quality auditing, stakeholder collaboration, and regulatory compliance to support the smooth and effective running of our operations. Working closely with the Team Manager, operational teams, and key stakeholders, you'll help drive improvements, support team development, and ensure our processes remain efficient, compliant, and aligned with Consumer Duty outcomes.
What You'll Be Doing
* Serve as a key referral point for the Claims Support Team, addressing queries and escalations.
* Deputise for the Claims Support Team Manager, supporting the achievement of team KPIs and overall performance.
* Conduct quality audits, providing coaching and constructive feedback to team members.
* Lead on the development and implementation of system and process improvements in line with the claims strategy.
* Manage system operational change requests in Guidewire in collaboration with IT.
* Collaborate with key stakeholders and relationship managers to support business objectives.
* Coordinate high-value bulk supplier payments, ensuring compliance with approval processes.
About Our Culture and Benefits
Our community values flexibility, recognizing that life happens and balance is essential. We encourage colleagues to prioritise both personal and professional needs, supporting choice and inclusivity. We are committed to fostering a diverse, equitable environment where everyone—including neurodiverse individuals—has the tools and opportunities to thrive. We like to think our benefits package is one of the best, focusing on colleagues' health, wealth, and lifestyle.
Why Stay With Us
We are committed to helping you grow, with plenty of support to develop in your current role whilst also creating opportunities to explore new ones and advance your career. Our community values flexibility, recognizing that life happens and balance is essential. We encourage colleagues to prioritise both personal and professional needs, supporting choice and inclusivity. We are committed to fostering a diverse, equitable environment where everyone—including neurodiverse individuals—has the tools and opportunities to thrive. We like to think our benefits package is one of the best, focusing on colleagues' health, wealth, and lifestyle.
Benefits
We offer:
* Up to 28 Days annual leave with the option to buy/sell up to 5 days holiday
* 7.5% Discretionary Annual Bonus
* Healix Private Medical Insurance Options
* 3 x Annual Salary Life Assurance
* A range of health, wellbeing, and financial support benefits, including money back on health expenses, Employee Assistance Programme, Flu Jab voucher, Virtual GP service, and driving lessons for you and your family.
* Additional perks such as a pension advisory service, family-friendly policies, season ticket loan, cycle scheme, and financial flexibility through Wagestream.
* Subject to company performance and completion of probation
Qualifications
* Demonstrable experience in delivering claims processes and managing change initiatives.
* Strong coaching and team development skills.
* Proven ability to collaborate effectively with stakeholders and relationship managers.
* Comprehensive understanding of FCA regulations, FOS ethos, and Consumer Duty outcomes.
* Analytical approach with strong verbal and numerical reasoning abilities.
* Proficiency in Microsoft Word and Excel.
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