Claims Team Manager

Everywhen; Telford; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Holiday entitlement 26 days + bank hol

35 hour working week

Career progression across Ardonagh

Learning & development andProfessional

Pension scheme

24-hour Employee Assistance

Corporate perks (discounted gym, etc.)

One day paid volunteering

Ardonagh Community Trust donation-mism

The Spotlight Awards

Job summary

Everywhen is seeking an experienced Claims Team Manager to join the Claims Leadership team. Reporting to the Head of Claims, you will lead and develop Claims Handlers across multiple UK locations, ensuring a proactive, efficient, compliant, customer-focused service.

You will drive operational excellence, mentor teams, analyse MI, and maintain FCA and company standards while supporting business growth through strong claims management.

Qualifications

• Leadership experience across multiple locations.
• Understanding of claims operations and performance management.
• Experience in regulated environments with FCA governance.

Responsibilities

• Lead and develop Claims Handlers across multiple locations.
• Monitor performance, identify trends and implement solutions.
• Provide coaching and guidance to team members.
• Analyse MI to support decisions and planning.
• Maintain SLAs and ensure compliant customer outcomes.
• Lead team reviews and drive continuous improvement.
• Engage with client and broker relationships as needed.
• Support change initiatives and risk governance.

Skills

Leadership

People management

Change management

Data analysis

FCA knowledge

Tools

Acturis

Job description

We're looking for an experienced Claims Team Manager to join our Claims Leadership team. Reporting to the Head of Claims, you will be responsible for leading and developing Claims teams across multiple UK locations, ensuring the delivery of a proactive, efficient, compliant, and customer-focused claims service.

This is a fantastic opportunity for a strategic and people-focused leader who can drive operational excellence, develop high-performing teams, and contribute to our wider claims strategy. You'll play a key role in maintaining service standards, delivering positive customer outcomes, and supporting business growth through excellence in claims management.

What will you do as a Claims Team Manager?

• Lead, manage and develop Claims Handlers across multiple locations, ensuring resources are effectively deployed to meet business needs.
• Monitor team performance, identify trends, capacity challenges and operational issues, and implement appropriate solutions.
• Provide technical coaching, mentoring and guidance to team members and direct reports.
• Produce and analyse management information reports to support performance monitoring, resource planning and operational decision making.
• Maintain oversight of workloads, work states and SLAs, ensuring service levels and customer outcomes are consistently achieved.
• Lead and facilitate regular team review meetings, using data and insights to drive continuous improvement.
• Partner with broking and new business teams to provide high-quality claims insight and support client and prospect engagement activities.
• Attend client claims meetings where required, supporting relationship management and demonstrating the value of the claims proposition.
• Manage referrals relating to complex claims, complaints, conflicts of interest, errors and omissions, and other sensitive matters.
• Promote a culture of compliance, governance and risk awareness, ensuring FCA and company standards are consistently met.
• Drive colleague engagement, performance, succession planning and talent development within the team.

What are we looking for in our next Claims Team Manager?

• Proven leadership experience within a Claims environment, including managing teams across multiple locations.
• Strong understanding of claims operations, service delivery standards and performance management.
• Experience of operating within a regulated environment, with knowledge of FCA requirements and governance frameworks.
• Strong understanding of business processes, operational performance drivers and claims best practices.
• Experience building and maintaining client, insurer and supplier relationships.
• Ability to interpret management information and use data to drive decisions and improve performance.
• Experience supporting, leading and implementing change within a business environment.
• Knowledge of Acturis and claims operational processes would be advantageous.
• Strong leadership and people management skills, with the ability to inspire, coach and develop others.
• Passion for creating an inclusive, supportive and high-performing team culture.

If you want a career where you're supported, appreciated and part of a team that genuinely enjoys working together, we'd love to hear from you.

In return you will be welcomed and supported by our Ardonagh family joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

• Holiday entitlement of 26 days plus bank holidays increasing with length of service
• 35 hour working week
• Opportunity to progress your career across the entire Ardonagh family
• Award-winning learning & development offering and support to obtain professional qualifications to enhance your knowledge and career prospects
• Pension scheme for when you feel it's time to retire
• 24-hour Employee Assistance support for you and your family's physical and mental wellbeing
• Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more
• One day paid volunteering to give back to our communities
• Ardonagh Community Trust (ACT) - raising funds for charity with donation matching in your local community
• The Spotlight Awards, where we celebrate the best of the Ardonagh Group and all the bright talent across our business.

We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future. So, what are you waiting for?

Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

As an Everywhen colleague, you will be expected to uphold our values, act professionally and respectfully towards others, and contribute to a workplace where everyone is treated with dignity and respect. We expect all colleagues to help maintain an environment free from bullying, harassment, victimisation and other inappropriate behaviours, supporting our commitment to an inclusive and high-performing culture.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.

Department General Insurance Role Claims Locations Telford- PR House Remote status Hybrid Employment Types Permanent, Full Time Salary Dependent on Experience Job Reference 563513