Claims Team Leader

About our company and who are we looking for:

Quality Care Groups success is built on passion and teamwork, these are the traits we are looking for when we hire for this role. Attitude and willingness to be part of an amazing team, to want to learn and develop your skills are more important to us than years of industry experience. Become part of the QCG work family and build your career with us.

Job Purpose:

Oversees the daily operation of the claims team, ensuring timely and accurate responses are provided to clients and insurers within the company SLAs. This includes supervising the claims team, monitoring workload, ensuring adherence to company policies, and regulatory requirements.

Reporting Line:

Claims Manager

Key Responsibilities:

• Supervise and support the claims team in daily claims handling activities
• Ensure claims are processed accurately, efficiently, and within regulatory guidelines
• Review complex and disputed claims and liaise with the claims manager and broking technician where appropriate
• Ensure claims are processed accurately, efficiently, and within the company’s SLAs
• Monitor team performance, productivity, and quality standards via monthly audits, file checks and call listening
• Assist the claims manager with customer complaints and provide resolutions
• Train, coach, and mentor claims staff to improve performance
• Ensure adherence to internal policies, procedures, and insurance regulations
• Implement process improvements to enhance efficiency and customer satisfaction
• Manage own caseload of claims including the FNOL process and throughout the entirety of the claim
• Holding weekly team meetings and carry out any relevant actions
• Identify any service issues with insurers and/or providers such as Loss Adjusters
• Provide regular reports to the manager on the claim team and work
• Act as a referral point for other team members
• Identifying potential risk management leads and other business solutions for referral to our partner
• Review monthly claims reports and identifying any relevant trends
• Arrange and contribute to insurer/partner meeting

Required Skills & Competencies

• Strong knowledge and 2 years+ experience of commercial insurance policies and claims procedures
• Leadership and team management skills
• Excellent analytical and decision-making abilities
• Strong communication and customer service skills
• Attention to detail and problem-solving capabilities
• Ability to handle sensitive situations and work under pressure
• Capable of working on own initiative and managing own workload effectively
• Competent using insurer software systems and Microsoft office suite including word, excel, outlook, teams etc
• Proven experience in managing relationships with customers, insurers and key stakeholders.
• Active and working knowledge of FCA compliance preferable
• Hold or be willing to work towards obtaining the Certificate in insurance (Cert CII)

Remuneration and Package:

• Competitive salary
• Company pension after qualifying period
• Employee Benefits package
• Healthcare CashPlan after qualifying period
• Private Health Insurance after qualifying period
• Regular company social events

**Join us and contribute to our dynamic, client-focused team.**

Submit your up to date CV to be considered for this role.

All offers of employment are subject to satisfactory references.