Claims Team Leader

Haywards Heath | Birmingham | full-time

Posted: 26/08/2021
|
Closing on: 30/09/2021

Job summary

Lead a team of claims handlers, to help BBM deliver a World Class Claims service.  Ensure regulatory requirements are always met. Monitor and deliver BBM performance targets. Work with the Claims team to help build a continual improvement culture, one where the team search out improvement opportunities and are passionate about delivering excellence in everything they touch. Help the team develop and grow as claims handlers. 

Note: This role is categorised as an Insurance Distribution role by the FCA and works under the FCA’s SM&CR and Conduct Rules.

Your key responsibilities

  1. Lead a team who handle pet claims from notification to settlement, validating policy cover and the claim, to ensure fraud controls and claims processes are followed and quality is delivered at every touchpoint.
  2. Ensure your team carry out required investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim. You will also personally deal with a small volume of material damage and liability claims.
  3. Complete claims payment authorisations and quality audits to deliver a quality claims service, provide constructive guidance to team members and recognise high standards of service achieved.
  4. Using our data, identify and share awareness of potential trends, issues or risks and escalate appropriately to deliver customer service and claim financials in line with SLA’s and KPI’s.
  5. Implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
  6. Handle complaints constructively and in line with company and FCA guidelines, handling difficult queries or situations appropriately to ensure prompt resolution.
  7. Collaborate with colleagues to analyse and understand the RCA on customer complaints and use learnings to improve our processes, products, and services.
  8. Support and contribute feedback to the design and implementation of internal processes and systems to help improve customer experience and maximise accuracy and efficiency.
  9. Work collaboratively with colleagues across the company to promote awareness of customer needs.
  10. Maintain accurate and timely records, files, and databases to meet business needs and ensure data integrity and compliance with Data Protection requirements. 
  11. Coach and support and develop Claim team members to deliver operational targets and provide a world class claims service.
  12. Share knowledge and expertise and help to coach colleagues and our team to provide adequate cross-cover and maintain a quality customer service during annual leave and other absence and most importantly help with BBM development.
  13. Work with team members to set individual objectives and personal development plans to manage and drive performance.
  14. Maintain good team communications through daily, weekly updates both remotely and in person.
  15. Assist in recruitment and development onboarding by organising and overseeing high quality on-boarding and training plans to enable quick integration into the business and achieve good learning and performance outcomes.

How you’re measured

  • Maintain and improve positive customer satisfaction results: FEEFO and NPS.
  • Operational targets: OKR’s and KPI’s.
  • Regulatory and compliance requirements achieved.
  • Quality assurance measured and feedback loops in place.
  • Monthly one to ones with the team who have objectives set and solid feedback loops.
  • Your individual and your team development.
  • Positive employee engagement survey results.
  • High quality of data quality and integrity maintained.
  • Resolution of customer complaints.
  • Effective relationships are built and maintained with customers, colleagues, suppliers and third parties.
  • High quality and accuracy of all documentation issued by you and your team.

What you bring

Knowledge

  • Excellent understanding of claims handling practices and processes.
  • Excellent knowledge in regulation and FCA requirements.
  • Good knowledge and understanding of pet health.
  • Strong understanding of the value and impact of services provided.
  • Pet insurance claims assessment and case review.
  • Insurers, brokers and insurance products and how they work.
  • Financial risk and crime (including anti-bribery and anti-fraud provisions).
  • Confidentiality requirements in relation to customer / personal data.
  • Use of management information and performance data.
  • Maintains own professional and technical knowledge.

Skills and personal attributes

  • Sets a clear and motivating vision for the team.
  • Coaching-style people management skills.
  • Good listening skills: questioning, summarising and reflecting with empathy.
  • High accuracy, quality, and attention to detail in documentation and record-keeping.
  • Highly focused on customers and our ongoing relationship with them.
  • Results-oriented and self-motivated.
  • Excellent at planning and organising own work and the work of others.
  • Performance management: objectives, reviews, use of effective feedback.
  • Takes a proactive and resourceful approach to solving problems.
  • Exercises good balanced judgment and is prepared to make decisions.
  • Assertive and can influence positively to handle difficult conversations and gain acceptance.
  • Ability to apply employee policies, work environmental and routines competently and fairly.
  • Ability to work and learn in quickly in a fast-paced and dynamic environment.

Experience and qualifications

  • Experience of managing teams, ideally in a claims environment.
  • In-depth experience (typically 3 years’ minimum) in handling general insurance claims, preferably pet claims, authorising payments and implementing quality controls.
  • CII qualified (minimum FIT level qualification).
  • Desirable: To have worked in a veterinary practice as a registered veterinary nurse.

This job description highlights the main areas of responsibility. As we are a high-growth organisation, it is not intended to be a complete list of all duties and may change with the evolution of the business.

Download the job description

Bought By Many is making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.

Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being.

We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things.

What it’s like to work here?

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Our physical offices are bright and open with plenty of treats and extras and we provide practical support and best-in-breed kit for homeworking.  We are a connected and sociable business and like to spend time together in regular fun activities, both online and in person (when we can!).

We work together as one team and we share the same values:

  • Show you care
  • Do the right thing
  • Work in partnership
  • Dare to think big
  • Be tenacious and be fast

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. 

Salary

£33,000-£38,000pa


Benefits

  • 25 days' holiday
  • Private health scheme
  • Contributory pension
  • Life assurance (3 x annual salary)
  • Employee Assistance Programme
  • Cycle scheme
  • Season ticket loan
  • Nationwide gym discount scheme
  • Health support service
  • Other lifestyle benefits
  • Superb modern office environment (with treats and extras)
  • Great practical support for homeworking
  • We're a fun and sociable business - both online and in person (when we can !)

Hours of work

Our standard working week is 37.5 hours, typically 09:00 to 17:30 from Monday to Friday. Hybrid working with a requirement to be in the office up to 2 days per month. Occasional travel to other sites may be required.


Line manager

Head of Claims


Locations

Oakfield House, 35 Perrymount Road, Haywards Heath, West Sussex, RH16 3BW

Alpha Tower, Suffolk Street Queensway, Birmingham B1 1TT

Apply for Role

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To create an insurance policy that actually makes insurance better for everyone, companies need to look beyond just making things clearer and fairer.
Guy Farley, CTO & Co-founder