Deputy Manager - Claims Handler
Core
Lead and support a claims team to deliver outstanding customer service, ensure regulatory compliance, and manage operational performance for pollution response services in the insurance sector.
Role type
Senior IC claims team lead / deputy manager
Builds
Claims operations and customer service delivery for insurance clients
Domain
Insurance / Environmental pollution response
Required skills
Team leadership, performance management, regulatory compliance (FCA), data analysis, process improvement, stakeholder management, operational reporting
Preferred skills
Call quality monitoring, training staff, handling escalated customer calls, managing internal relationships with regional managers
Technologies
None explicitly stated
Responsibilities
Lead and inspire the team to deliver outstanding customer service; Drive team performance while ensuring compliance with FCA policies; Monitor, coach, and develop team members; Achieve business goals and targets within SLA; Oversee operational performance within the claims team; Resolve issues that arise; Monitor performance using data and analyse information identifying trends; Identify and implement continuous improvement opportunities; Manage internal relationships with Regional Claims Managers and Project managers; Complete case review for Clients; Conduction call Quality monitoring checks; Taking escalated customer calls; Training of staff
Seniority
Senior, hands-on IC with team leadership responsibilities