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

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