Claims Quality Insight Executive

Birmingham | Haywards Heath | London | Full Time Permanent

Posted: 05/08/2021
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Closing on: 31/08/2021

Job summary

This role plays an important part in helping achieve our aim to provide a ‘world class claims service’ By reviewing service and financial control quality across our claims teams to help drive measurable process improvements. You will ensure our departments have the feedback they need to meet and exceed our quality standards for financial controls, customer experience and compliance.

Your key responsibilities

1.     Conduct agreed quality checks of service levels across all contact channels to ensure they are compliant and meet defined quality standards.

2.     Help team leaders build and maintain a world class quality assurance processes in the claims area, ensure they cover customer service and financial controls protecting our loss ratios

3.     Wherever quality standards are not met, identify corrective actions required and follow through to ensure they are implemented within the team/s.

4.     Identify training needs as a result of qualitative feedback and highlight these key areas to the Claims management teams.

5.     Provide quality review data to, and work with, the Claims Trainer, in order to support training design and help colleagues achieve required quality standards.

6.     Work independently to produce reports to evidence quality levels for the team and for individuals.

7.     Organise and attend calibration and quality levelling sessions to ensure a consistent approach is being fulfilled within the various teams.

8.     Work collaboratively with colleagues and provide regular constructive feedback to all team members to drive and support improvement.

9.     Utilise systems and communicate with colleagues to promote awareness of customer issues and needs.

10.  Assist in the input and development towards new organisational procedures where relevant, and then follow and monitor the implementation process through from start to finish.

11.  Implement and monitor the effectiveness of corrective actions and/or continuous improvement initiatives, to help maintain momentum and standards of improvement.

12.  Create, organise and maintain quality assessment records to support management decision-making.

13.  Support occasional ad hoc internal projects and initiatives to drive delivery improvements, as agreed with claims management.

How you’re measured

  • Compliance: all interactions fall within compliance and regulation guidelines.
  • Service: a consistent, high standard of service is delivered across departments.
  • Satisfaction: improvements in positive customer satisfaction results.
  • Financials: all claims processes & delivery are in line with the DA controls
  • Productivity: high levels of productivity maintained, and tasks completed within target.
  • Knowledge: high and broad knowledge of insurance, compliance, service, and internal processes is applied and shared.

What you bring

Knowledge

  • In-depth knowledge of general market QA processes
  • Strong understanding and knowledge of the value and impact of our services
  • Standard operating procedures for general claims handling processes
  • Quality standards and methods of assessment
  • FCA and regulatory / compliance requirements relevant to customer service, including Treating Customers Fairly and GDPR
  • Understanding of process / workflow improvement an advantage

 

Skills and personal attributes

  • Highly customer focused
  • A good knowledge of general claims processes and financial controls
  • Proven excellent communication in English, both written and verbal.
  • Good active listening skills: questioning, summarising and reflecting with empathy.
  • Good analytical and data evaluation skills
  • High accuracy, quality and attention to detail in listening, and maintaining documentation.
  • Works with guidance (but not constant supervision) to plan, organise, prioritise and oversee activities to efficiently meet business objectives.
  • Ability to multi-task, prioritise, adapt to change and manage time effectively.
  • Able to build sustainable relationships with a variety of people through open and interactive communication.
  • Collaborative style and is focused on reaching a positive outcome.
  • Able to provide constructive feedback & coaching to colleagues to support improvement.
  • Takes initiative and owns a problem until it is resolved.
  • Exercises good judgment and is prepared to make decisions.
  • Remains focused on tasks and is not easily distracted.
  • Remains calm and unflustered under pressure.
  • A quick learner who is not afraid to ask for help.

 

Experience and qualifications

  • Good general education to at least A level standard
  • GCSE grade A to C / 9 to 4 (or equivalent) in English and Maths
  • Demonstrable experience of a successful career in a general claim’s role with QA experience, and/or
  • Demonstratable experience in a Claims Quality Insight role
  • Experience with supporting and coaching individuals to help them improve
  • Experience of working in a growing company / team
  • A track record for consistently producing a high quality and standard of work.
  • Process / workflow improvement experience an advantage
  • CII qualifications - an advantage

Please download the Job Description here.

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

£25,000-£30,000


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

Monday to Friday 09:00 am -17:30 pm


Line manager

Technical Claims Team Leader


Locations

Alpha Tower, Suffolk Street Queensway, Birmingham B1 1TT

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

Unit 1B, 1-10 Summers Street, Farringdon, London EC1R 5BD

Apply for Role

Submit your details and CV here to apply.

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If you were referred to this opportunity by someone who works here, please let us know their name.
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