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Claims Complaints Manager


South East: Kent.


£30,000 - £35,000

Job Reference


Job Profile

Claims Complaints Manager – Customer Relations - Kent - up to £35k per annum plus up to 10% annual Bonus, fully funded and support towards Industry qualifications, customer services incentives/payments, pension, newly built on-site gym, parking and free daily refreshments 

An established Claims Management Organisation providing a first class Claims Management service to the Insurance Industry throughout the UK, are now seeking an experienced Claims Complaints Manager where you will inspire, mentor and manage a Household, Motor and Commercial Complaints handling team to provide a world class, complaint handling and management service.  This is a full-time role working Monday to Friday 37.5 hours per week. 

Key responsibilities:

  • Work closely with team members helping with queries, questions and assisting with technical problems whilst overseeing all teamwork for quality and compliance
  • Plan and manage the team resource
  • Maintain and develop the compliant processes in line with FCA rules
  • Provide feedback to business leaders with root cause analysis
  • Carry out 1:1’s to discuss performance and identify areas for training and development
  • Develop strategies to promote team members
  • Monitor team performance to ensure strict deadlines are adhered to
  • Provide encouragement to team members
  • Ensure all training and development needs are met
  • Lead team meetings
  • Managing the hiring processes and new team member training
  • Provide a high quality customer service and complaint handling service
  • Represent the team at team management meetings and brief the team

Applicant Requirements

About you:

  • At least 3 year’ experience in a Home Claims Insurance Environment, with specialist knowledge in perils
  • Experience of handling claims complaints through to resolution
  • Team Leader/Management skills and experience with a proven track record of achieving team targets
  • Experience of carrying out 1:1’s, staff reviews/appraisals and interview/hiring new staff
  • Results-orientated
  • Helpful and a passion for customer service
  • Empathy and understanding
  • Confident with a professional attitude
  • Exceptional communication skills both written and verbal
  • The ability to identify strengths and weaknesses in team members to maximise combined efforts of the team
  • Be able to plan and execute strategic initiatives to agreed timescales
  • Industry qualifications, working towards or an interest in pursuing


Donna Pastor
Tel: 0782 111 9773
Adjusting Appointments Limited

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