Deputy Team Manager Motor Insurance Claims

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Job Purpose

As a deputy TM claims you will be dealing with customer and/or third party claims in an efficient and effective manner. You will be responsible for your own caseload, ensuring claims are settled fairly but economically and avoiding unnecessary litigation and complaints all whilst providing an excellent customer service.

Key Responsibilities

• To fully understand the claims process from FNOL to conclusion
• Demonstrating effective planning and organisational skills by managing your own case load effectively and accurately within SLAs
• To collate data accurately and effectively
• To provide clear communication to customers and/or their representatives
• To monitor performance and actively manage call/work queues as necessary
• To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers/third party claim
• To provide others with support and guidance
• To be able to deal with complex queries
• To deputise for TM ensuring SLAs are met and any issues dealt with or advice sought as necessary
• To undertake audits and provide balanced and constructive performance related feedback
• To contribute towards continuous improvement with generation of ideas
• To ensure reserves are accurate based on most current information
• To process and/or authorise payments within own authority levels
• To resolve complaints and issues avoiding expressions of dissatisfaction escalating into complaints
• Question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
• To build great relationships with cross functional teams to ensure overall success
• To drive your own development by actively seeking development opportunities
• To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
• To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
• To adhere to company policies and procedures
• To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

Experience & Knowledge

• Experience of end to end claims handling
• Confident telephone manner
• Strong written, oral and interpersonal skills
• An ability to work effectively with people across a wide range of levels and responsibilities
• Good IT/Keyboard skills
• Good numeric skills
• Professional approach
• Highly motivated with an ability to work using own initiative
• An ability to in work in a fast-paced environment
• Attention to detail
• Good team working skills
• Experience in coaching and providing feedback

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About us

We are one of the leading providers of insurance and legal services.

Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

We work in partnership with insurers, brokers and MGA's to deliver a variety of fully outsourced claims solutions. Our team has grown to over 1000 employees across offices in Liverpool, Birkenhead, Manchester, Leeds, Haywards Heath and Glasgow.

Our team's insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker. Our long-standing relationships are testament to the quality of our service.

Our culture is what defines us as an organisation and has been built around our 5 core values.

We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.

Benefits

• 25 days' holiday per annum
• Holiday buy and sell scheme
• Hybrid working model (in relevant role)
• 2 x Volunteering days to support charitable initiatives
• Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan - claim back dental / physio / optical appointments
• My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Funded driving theory test (in relevant role)
• Active network of Wellbeing Champions - providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy