Bereavement & Accident Claims Team Lead

People's Partnership; Crawley; Ibrido; GBP 60.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

Pension contributions (up to 14%)

Real living wage

Income protection and critical illness

Healthcare for employees

Parental and adoption leave

Learning and development opportunities

Travel season ticket loans

Onsite gym

Ride-to-Work scheme

Volunteering days and charity payroll

Social clubs and events

Descrizione del lavoro

People’s Partnership is recruiting a Bereavement & Accident Team Manager in Crawley to lead operational performance, governance and continuous improvement across sensitive customer journeys. You will translate strategic objectives into day-to-day operations, guiding resources, processes and controls to align with scheme rules and regulatory expectations.

You will supervise a team of claims assessors and specialists, drive engagement, and oversee escalation for high-risk or complaint-related

Competenze

• Proven experience leading and developing operational teams within a regulated financial services environment.
• Demonstrable people management experience, including coaching, performance management, colleague development and engagement.
• Strong technical understanding of bereavement, accident, ill health or other complex claims processes.
• Ability to review, challenge and support complex claims investigations and recommendations using sound judgement and evidence-based decision making.
• Strong understanding of pensions legislation, scheme rules, governance processes and regulatory requirements.
• Experience managing operational performance through service levels, quality standards, risk indicators and customer outcome measures.
• Strong understanding of risk, governance and control frameworks within a regulated environment.
• Strong coaching, capability-building and performance management skills.

Mansioni

• Lead, develop and motivate a team of Bereavement & Accident Claims Assessors and Specialists, fostering a high-performing culture focused on customer outcomes, accountability, quality and continuous improvement.
• Act as the operational escalation point for complex, high-risk, vulnerable or complaint-related claims, ensuring appropriate support, oversight and challenge is applied throughout the customer journey.
• Review investigations, evidence and recommendations at agreed governance checkpoints, ensuring claims have been assessed appropriately and are sufficiently robust before progressing through the governance framework.
• Take accountability for team performance against agreed objectives, service levels, quality standards and key performance indicators, ensuring exceptional customer outcomes and operational efficiency.

Conoscenze

Team leadership

Governance & compliance

Regulated financial services

People development

Operations management

Descrizione del lavoro

People’s Partnership is recruiting a Bereavement & Accident Team Manager in Crawley to lead operational performance, governance and continuous improvement across sensitive customer journeys. You will translate strategic objectives into day-to-day operations, guiding resources, processes and controls to align with scheme rules and regulatory expectations.

You will supervise a team of claims assessors and specialists, drive engagement, and oversee escalation for high-risk or complaint-related