Third Party Team Leader - Liverpool

Posted Today by Haven Claims
Easy Apply

Purpose of the Role:

  • To manage a team of Third Party Handlers with a blend of property damage and personal injury capability.
  • To drive forward the objective to manage claims effectively, including assessing the liability position in order to deliver the right outcome for our Customers and Haven Insurance.
  • To lead by example & endorse the company behaviours and values
  • Responsibility for staff performance management, training and development to maximise efficiency and quality output in line with department KPI’s & Objectives
  • To achieve first class technical and quality claims handling within the Third Party Team.
  • To maximise Policyholder use of our network for repairs, hire and Solicitors on both fault and non-fault claims to drive a positive customer journey.
  • To maximise the team's capture of Third Party injuries, repair and hire claims by way of intervention on fault claims.
  • To ensure that a fully effective leakage control programme is in place with particular focus on liability decision making, Credit Hire management and litigation.
  • To utilise internal & external companies to gain as much information on each claim as possible to make a timely liability decision.

Key Responsibilities:

Quality

  • Complaints handling, dealing as first level complaints handler capable of resolving the majority of complaints generated on the team to the customer’s satisfaction.
  • Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file and prompt correct liability decision making.
  • Conduct daily audits on payment requests ensuring the business processes and models are being adhered to as well as ensuring sound liability decision making.
  • To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training.
  • Participation in the supplier management process when required.
  • Ensure the team's service levels to all customers are in line with set standards.
  • Ensure the effective management of inbound call handling philosophies are adhered to.
  • Manage a tight recovery process within the team on all monies owed.
  • Drive adherence to relevant referral processes within the team.

Application of Technical Knowledge

  • Be the main technical referral point for the team with the ability to display a thorough knowledge on areas of indemnity, liability, personal injury, recovery and quantifying claims.
  • Maximise the imparting of technical knowledge to the team by way of mentoring and coaching

Productivity

  • Accountability for team's performance against set accountabilities in our delegated authority with Haven Insurance, including but not limited to, communication management, audit and service levels.
  • Effectively manage the workflow of the team's portfolio in regards to fie schedules and diary.

Values

  • Endorse and drive company values and behaviours

Performance Management

  • Performance management of staff, dealing with all aspects of people management including absence, holidays, time management, monthly one to one meetings, training and development, disciplinary procedures and staff welfare.
  • To conduct regular huddles ensuring that all process and strategic changes are communicated and understood.
  • Ensure capability of all team members by conducting regular audits
  • Conducting staff bi-annual performance reviews.

Critical Competencies:

  • Target driven and highly motivated self starter
  • Proficient complaints handling capability
  • Clear, focused and determined approach to problem solving
  • Authoritative manner with ability to listen
  • Strong technical experience
  • Persuasive, strong and confident negotiation skills
  • Mature approach with the ability to command the respect of the team
  • People Management experience essential

Experience:

Preferred

  • A minimum of 4 years motor claims experience or transferable relevant skills
  • Cert CII qualified or working towards

Essential

  • Proven ability to manage and develop people

Reference: 36034862

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