Team Manager - Third Party Motor Claims

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Job Purpose

As a Third Party Motor Claims Team Manager you will be working towards the vision and strategy of Carpenters Group.

You will be responsible for leading and inspiring a team of pre-litigation third party injury and credit hire claims handlers. You will ensure that claims are processed efficiently, within legal and regulatory frameworks, and with a focus on controlling indemnity spend and maintaining high standards of customer service.

The role involves overseeing case management, providing technical guidance, and driving continuous improvement within the team.

Key Responsibilities

• To lead and motive your team to drive positive performance through effective coaching, delivering great service to customers at all times
• To set, review and ensure achievement of individual measures, team objectives and KPI's
• To proactively manage performance/conduct and absence issues in line with company policies and procedures, liaising with HR as necessary
• To hold regular team meetings, engaging your team and providing clear direction and feedback
• To recognise and reward individuals and team achievements
• Compile and supply required MI in order to evidence performance including productivity and workflow
• To identify talent and support the development of your people
• To ensure each claim is dealt with in line with client procedure and within service standards, in line with agreed authority
• To support all teams with their customer journeys, real-time management, managing productivity, adherence and service levels ensuring colleague feedback and support is given in the moment
• To conduct audits across team and others as directed
• To provide guidance and advice in respect of referrals
• To complete appraisals and reviews of allocated staff, including monthly 1-2-1's
• To handle complaints as allocated
• To question and challenge peers/managers where processes and procedures do not meet client 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 that change initiatives are driven and embedded within your team
• To ensure customers and the business are kept safe through team compliance to all procedural and regulatory legislation as required by FCA
• To take responsibility for your own actions and those of your team ensuring you keep up to date with all communications, processes and procedures
• To support the recruitment and development of an engaged workforce
• To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies.

Experience & Knowledge

• Strong third party claims experience with previous supervisory/management responsibilities desired
• Experience dealing with credit hire claims desirable
• Excellent knowledge of the UK insurance market and regulatory framework
• Knowledge of FCA claims handling and complaint rules
• CII qualification or working towards preferredAbility to lead and motivate
• Excellent interpersonal verbal and communication skills
• Working knowledge of Microsoft software
• Excellent problem solving skills and initiative

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

Here at Carpenters Group, we've been providing legal and insurance services across the UK for over 30 years.

We've grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.

We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.

As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.

We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.

No matter what stage of your career, at Carpenters Group there is a place for youto achieve your potential.

Benefits

• 25 days plus bank holidays or day in lieu
• Hybrid working model (in relevant role)
• Holiday buy and sell
• 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