Third Party Intervention Team Manager

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Job Purpose

We are looking for an experienced Third Party Intervention Managert to lead a team of Claims staff in offering services to Third Parties involved in an incident. The Team manager should be able to drive performance in a target driven environment.

Key Duties and 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

• Experience in the insurance industry preferred
• Ability to lead and motivate
• Excellent interpersonal verbal and communication skills
• Supervisory/management experience in claims environment
• Preferred working knowledge of claims IT systems
• Working knowledge of Microsoft software (Excel)
• Excellent problem solving skills and initiative
• Sound reasoning and ability to identify the issues involved in any problems arising
• Preferred previous experience of managing in high volume telephony environment

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 approximately 850 employees across offices in Liverpool, Birkenhead, 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

22 days holiday per annum inclusive of bank holidays or day in lieu where applicable
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