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Customer Services Claims Manager


East Midlands: Derbyshire, Leicestershire, Lincolnshire, Northamptonshire, Nottinghamshire.


£25,000 - £28,000

Job Reference


Job Profile

Customer Services Claims Manager - East Midlands - up to £28k per annum, free parking plus an excellent benefits package

A growing and renowned Digital Claims Management Organisation providing global insurers with the ability to drive efficiency and customer satisfaction throughout the claims process offering a cost effective claims service are now seeking an experienced Customer Services Claims Manager to join their vastly experienced Claims Management team where you will work closely with market leading, knowledgeable Subsidence Engineers and Technical Claims Managers and Claims Handlers enabling you to deliver a first class customer service to clients through effective coaching and supporting staff.  This is a fantastic opportunity for any Insurance / Claims Professional who is passionate about providing clients with an unrivalled customer claims journey throughout the lifecycle of their claim by providing a first class customer service experience.

Key responsibilities:

  • Promote and drive excellent customer service through coaching and supporting staff in positive and proactive claims management ensuring the continual reduction of claim cycle times through effective end to end claims management.
  • Instil a culture of excellent and proactive communication with all parties involved in claims, including customers, clients, suppliers and colleagues.
  • Ensure complaints and escalations are managed in accordance with client and company philosophies, reporting in line with client requirements, and ensuring correct logging of complaints on in-house systems.
  • Analysing trends in complaints and dis-satisfaction, establishing root cause, working with Management to implement positive change, enhancing claims management delivery and customer / client experience.
  • Managing customer service calls with clients in order to overcome complaint aspects, progressing actions agreed.
  • Lead customer service training across all teams
  • Coach individuals on all aspects of Customer Service, putting the customer at the heart of everything.
  • Encourage ownership and accountability within team to ensure customer focus.


Applicant Requirements

About you:

  • Positive and motivated
  • A team player
  • Have excellent interpersonal skills
  • Highly driven
  • Collaborative
  • Well organized
  • Customer focused individual
  • Able to support individuals working towards the resolution of problems with minimal assistance
  • A supportive mentor and coach


  • Essential to the role is a proven experience of customer service and complaints handling within an insurance environment
  • High level of written and verbal communication skills
  • Working knowledge of Microsoft Office (particularly word and excel)
  • Ideally having attained Cert CII qualification or will undertake to commence within 6 month period.
  • Detailed knowledge and understanding of the FCA (Financial Conduct Authority) complaints process and FOS (Financial Ombudsman Service) requirements
  • Very good knowledge of insurance
  • Very good technical knowledge of subsidence claims.


Donna Pastor
Tel: 0782 111 9773
Adjusting Appointments Limited

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