Claims Lead – North region

Support the leadership of the claims team to deliver on our commitment of providing the best client claims services externally and internally.

Provide technical support to the claims consultant role.
Key responsibilities and tasks

• Delivering on and demonstrating consistent client claims satisfaction NPS of 70+.
• Delivering on and demonstrating adherence to our claims journey. 80% minimum.
• To champion our commitment to spirit in task, client appreciation and PACE values.
• To be an active participant and contributor to group wide operational projects.
• To be a positive change agent in supporting design and delivery of projects.
• Demonstrate an ethos of driving towards continuous improvement.
• To build & support positive working relationships between all regional teams.
• Work in keeping with the claims proposition.
• Responsible for leading a team of claims advisers.
• Managing a case load of claims as required, including technical and complex claims.
• Contribute to client tenders in conjunction with trading teams, as required.
• Providing feedback to our larger clients on claims trends, working with our risk management proposition to establish better outcomes.
• Resolve complaints in accordance with business policies and procedures.
• Review claims put forward by Claims Advisers for escalation and provide support.
• Reporting large loss claims to senior leaders in accordance with protocol
• Collaboration with other regional leads/managers to ensure influx of claims are allocated to maintain service levels and appropriate technical support.
• Working closely with the nominated Kudos Liability Adjusters representative to identify opportunities to appoint Kudos on complex liability claims.
• Motivating and driving performance of your people
• Identification of individual training needs
• Organising training and support to ensure appropriate skill within the team.
• Adherence to service levels
• Ensuring elevated levels of technical quality
• Ensuring the claims are being progressed and closed accordingly.
• Undertaking file audits for service and technical quality, as required.
• Assisting our compliance partners with E & O’s
• Utilisation of CXCO client surveys to promote a culture of feedback and learning.
• Identifying innovation and continuous improvement opportunities.
• Working with internal and external stakeholders to promote positive relationships.
• Support the Claims Manager with the recruitment of high performing Claims Advisers in accordance with business needs.
• Maintain own learning and CPD, ensure Claims Advisers maintain appropriate CPD.
• Alignment with Partners& values (PACE)

Qualifications

• Minimum Cert CII (Certificate in Insurance), Dip CII or ACII desirable.

Experience / skills

• Working knowledge of claims management.
• Competent user of Acturis.
• An understanding of the claims business environment and business strategy.
• Working knowledge of service level agreements, customer satisfaction and technical quality.
• Operations management experience.
• Experience of handling complex claims including property, motor, and liability
• Skilled at developing internal and external relationships.