CS LT - Bereavement & Accident Team Manager

People's Partnership; Crawley; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

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

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Governance & compliance

Regulated financial services

People development

Operations management

Job description

Bereavement & Accident Team Manager

About People’s Partnership:

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you’ll be doing:

The Team Manager is responsible for leading the operational performance, quality, governance, colleague development and continuous improvement of the function, ensuring the delivery of a consistent, compliant and customer-focused service throughout some of the most sensitive customer journeys within People's Partnership.

As the operational lead for the Bereavement & Accident function, the role is accountable for translating strategic objectives into effective day-to-day operations, ensuring that resources, processes and controls are aligned to achieve customer, regulatory and business outcomes. The Team Manager provides leadership, oversight and challenge in relation to complex, high-risk, vulnerable and escalated claims, ensuring investigations are thorough, decisions are evidence-based, and customer outcomes are fair, timely and aligned with scheme rules, regulatory requirements and governance expectations.

The role also plays a key part in fostering a high-performing team culture, driving colleague engagement and capability, and identifying opportunities to enhance processes, controls and the overall customer experience.

• 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.

What we’re looking for:

• 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[1]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.

What you can expect from us:

• Generous pension contributions with an employer contribution of up to 14%


• Real living wage


• Income protection, critical illness cover & death in service insurance


• Employee healthcare


• Parental and adoption leave


• Learning & development opportunities and study support


• Travel season ticket loans


• Grab & Go Deli Café at our Crawley offices


• Volunteering days and charity payroll giving


• Onsite gym


• Ride-to-Work scheme


• Social clubs and events

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high-speed internet that enables them to perform their duties effectively. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.