Motor Claims Team Manager


Tithebarn Street Liverpool

REFERENCE: 03/23/14
CLOSING DATE: 7/25/2023 12:00:00 AM

Salary: £25,000 - £35,000

Hours: 37 per week

Mon – Thurs: 09:00 – 17:30

Fri: 09:00 – 17:00

Location: Liverpool/Hybrid

Job Purpose:

Our best in class claims teams provide white labelled claims handling solutions for a number of UK private and commercial motor insurers dealing with all aspects of insurance claims including own damage, third party damage, third party bodily injury, credit hire, third party intervention and subrogated recoveries.

As a Claims Team Manager, you will be working towards the vision and strategy of Carpenters Group. You will be responsible for leading and inspiring a team of Claims Handlers providing motivation, clear direction and performance assessment to aide delivery of excellent customer service and key performance indicators.

Key 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:

  • Ability to lead and motivate
  • Excellent interpersonal verbal and communication skills
  • Supervisory/management experience in a claims environment
  • Previous motor claims experience
  • Excellent knowledge of the UK insurance market and regulatory framework
  • Preferred working knowledge of claims IT systems
  • Working knowledge of Microsoft software
  • Excellent problem solving skills and initiative
  • Sound reasoning and ability to identify the issues involved in any problems arising
  • CII qualification or working towards preferred

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.

  • 30 days’ holiday inclusive of bank holidays or day in lieu where applicable (pro–rata)
  • 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

Claims Handler

If you have been referred to this job advertisement by an employee at Carpenters Group please add their name here.