Claims Relationship Lead

Overview and key points

If you’re considering a new chapter in your career and would like to work with a people-centric, collaborative, and values-driven business, we have an opportunity for you. We’re looking for positive people with a can-do attitude to join our Partners& family.

Responsibilities

• Delivering on and demonstrating consistent client claims satisfaction.
• Delivering on and demonstrating adherence to our claims client journey.
• Championing our commitment to client appreciation and PACE values.
• Regular presence across regional trading locations.
• Actively participate and contribute towards group wide operational projects and support the delivery.
• Demonstrate an ethos of driving towards continuous improvement.
• Build & support positive working relationships between all regional teams and stakeholders.
• Work in keeping with the claims proposition and claims journey.
• Managing and supporting a regional team of Claims Advisers.
• Managing a case load of claims as required, including technical and complex claims.
• Supporting and Managing Key Account Client claims, including attending Client meetings, providing data analysis.
• Contributing to client tenders in conjunction with trading teams, as required.
• Providing feedback to our clients on claims trends, working with our risk management proposition to establish better outcomes, where required.
• Resolving complaints in accordance with business policies and procedures.
• Reviewing claims put forward by Claims Advisers for escalation and provide support.
• Collaboration with other regional leads/managers to ensure influx of claims are allocated to maintain service levels and appropriate technical support.
• Working closely with Kubiq to identify opportunities for collaboration and nomination.
• Motivating and driving performance of your people
• Identification of individual training needs
• Organising training and support to ensure appropriate skill within the team.
• Adherence to service levels
• Ensuring elevated levels of technical quality
• Ensuring that claims are being progressed efficiently and effectively.
• Undertaking file audits for service and technical quality.
• Assisting our compliance partners with E & O’s.
• Utilisation of CXCO client surveys to promote a culture of feedback and learning.
• Identifying innovation and continuous improvement opportunities.
• Working with internal and external stakeholders to promote positive relationships.
• Support the Claims Manager with the recruitment of high performing Claims Advisers in accordance with business needs.
• Maintain own learning and CPD, ensure Claims Advisers maintain appropriate CPD.
• Alignment with Partners& values (PACE).

Qualifications

• Minimum Cert CII (Certificate in Insurance), Dip CII or ACII desirable.
• Strong working knowledge of claims management and operations.
• Cutable user of Acturis including reporting functions desirable.
• An understanding of the claims business environment and business strategy.
• Working knowledge of service level agreements, customer satisfaction and technical quality.
• Experience of handling complex claims across various sectors.
• Skilled at developing internal and external relationships.

Benefits

• 30 days holiday + bank holidays
• Generous pension contribution
• Private Medical Insurance
• Group Life Assurance
• Group Income Protection