Claims Manager

Northern Powergrid; Leeds; On-site; GBP 43,000 - 48,000; Full time

Benefits offered by this job

Performance bonus up to 10%

25 days holiday + bank holidays

Career growth opportunities

Job summary

Northern Powergrid in Leeds is seeking a Claims Manager to lead a team in ensuring prompt issue and recovery of invoices for repairs to our assets, and resolving claims against the business.

You will drive customer excellence, governance, and cost controls, with a focus on delivering a 10/10 service, mentoring staff, and coordinating external solicitors when required.

The role offers a salary of £42,500–£47,500 plus benefits and opportunities for career progression.

Qualifications

• Experience in Claims/Complaint handling.
• Ability to challenge, influence and support key stakeholders.
• Experience in leading, developing and inspiring a multi-disciplined operational team.

Responsibilities

• Demonstrate inspirational leadership, setting clear direction for the team and delivering a 10/10 service to customers.
• Lead and support new initiatives to improve service to stakeholders and efficiency.
• Drive employee engagement and develop talent pipelines within the team.
• Manage performance of direct reports through coaching, 1:1s and objectives.
• Oversee external solicitors and control costs on claims against the business.
• Ensure governance and risk management in line with policies and legislation.
• Prepare metrics to measure department performance and identify trends.

Skills

Leadership

Stakeholder management

People management

Analytical skills

Communication skills

Change management

Education

A Levels / relevant University Degree

Tools

Claims Management System

GDPR compliance tools

Job description

An exciting opportunity is available for a Claims Manager to join the Customer Service team. The Claims Manager plays a pivotal role in ensuring the prompt issue and recovery of invoices issued for repairs to Northern Powergrid's assets, and the prompt resolution of claims against the business for alleged damage to other utilities and local authorities' assets.

This individual will lead a team of Litigation Co-ordinators, a Senior Litigator, Team Leader and Administrators, ensuring processes and systems are running in line with internal targets and external obligations. The role is responsible for driving customer excellence, recognising achievements, and ensuring consistent, high-quality outcomes. The position will be based in our Leeds office and will be leading a dedicated team committed to achieving and sustaining a 10/10 standard across the business.

Along with a competitive salary between £42,500 - £47,500, we also offer great benefits such as:

• Up to 10% Performance Bonus
• 25 days holiday plus bank holidays and the ability to trade holidays as tenure increases
• Excellent opportunities for career growth

Key Responsibilities:

• Demonstrate inspirational leadership, setting clear direction for the team, ensuring the team is motivated to deliver a 10/10 service to both external and internal customers.
• Lead and support new initiatives that will improve the service we provide to our stakeholders whilst enabling us to work more effectively.
• Drive employee engagement making sure the team feel valued and have the opportunity to work in an environment that is conducive to delivering great customer service. Support development opportunities that will grow the skills of the team and create a talent pipeline.
• Manage the performance of direct reports through performance objectives, day to day leadership and management, tailored coaching, and support, regular 1:1 meetings and meaningful conversations to ensure efficient processing of Claims by and against the business.
• Manage and monitor the performance of external solicitors where instructed on claims by and against the business and mitigate costs against the legal fees budget. Instruct the solicitors on technical, legal or quantum issues relating to outsourced claims to facilitate the litigation process.
• Ensure effective governance and management of business risk through the operation of robust processes and controls in line with Policies, Codes of Practice and relevant legislation such as NRSWA 1991, ESQC 2002 Regulations, GDPR, ISO27001.
• Preparation of metrics that measures the departments performance to identify trends and implement corrective measures.
• Manage the administration of the Claims Management System and user access permissions.
• Recommend and approve cancellation/write offs in line with delegations of authority.
• Approve payment of services and damages in line with delegations of authority.
• Support the company's response to Major Incidents and manage colleagues out of hours support.
• Experience in leading, developing and inspiring a multi disciplined operational team
• Dealing with IT/business process changes
• Strong written and verbal communication skills
• Highly organised with the ability to prioritise effectively
• Analytical skills with the ability to understand and interpret data

Essential Qualifications & Experience:

• Experience of Claims/Complaint handling
• Ability to challenge, influence and support key stakeholders
• Experience in leading, developing and inspiring a multi disciplined operational team

Desirable Qualifications & Experience:

• Knowledge of Electrical Distribution Network
• Knowledge of Civil Procedure Rules
• A Levels / relevant University Degree

In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers premises. Consequently, as this role may involve visiting and entering our customers premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in our application if you are content for this check to be completed.

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.