Customer Care Claims Manager

Neilson Financial Services Limited; Windsor; On-site; GBP 50,000 - 70,000; Full time

Job summary

Neilson Financial Services Limited is seeking a Claims Manager to lead a Claims team, drive performance, and ensure service excellence. The role focuses on personal development, QA, and KPI achievement in a fast-paced environment.

The successful candidate will have hands-on leadership, strong communication, and a solid understanding of FCA guidelines within a claims or call centre setting. Office-based in Windsor with a dynamic, entrepreneurial culture.

Qualifications

• Minimum 2 years experience in leading and managing the delivery of outstanding service to Claimants within a team environment.
• Proven capability to build and embed team performance through guidance and coaching.
• Sound understanding of FCA operational guidelines; preferably within a regulated Claims handling or call centre environment.
• Hands-on leadership experience directing a team to achieve KPIs.
• Demonstrated ability to communicate verbally and in writing to a high standard.
• Experience delivering key KPIs through a team and analysing performance data.

Responsibilities

• Influence individual performance by conducting monthly 121s and Personal Improvement plans.
• Lead performance management meetings and maintain documentation.
• Identify performance gaps and manage improvements.
• Ensure team behaviour aligns with company values and HR guidelines.
• Mentor in effective professional communication and coaching.
• Coach agents through call feedback and quality sessions.
• Coordinate leave per policy and manage attendance and returns.
• Provide QA feedback to the team and support product and process queries.
• Oversee eLearning completion and rota planning.
• Drive team building and high-energy environment.

Skills

People management

Performance coaching

Call centre experience

FCA guidelines

Leadership

Communication

Tools

Microsoft Office

Job description

The Claims Manager is responsible for individual agent performance and quality within their Claims team. They use their excellent people management skills to drive outstanding service from their team, ensuring there is a strong focus on the delivery of key business KPIs. The company culture and demands of this position are best suited to someone who is hands-on, creative and solutions focused.

Duties & Responsibilities

Individual Performance management

• Complete documented monthly 121s with team members and initiate Personal Improvement plans as required
• Complete performance management meetings and documentation
• Identify performance gaps and manage appropriately
• Ensure team behaviour is in line with the company values and HR guidelines
• Provide mentoring in how to correspond and communicate effectively and professionally
• Complete call feedback and coaching sessions with all agent levels
• Co-ordinate all leave in accordance with company policies (e.g. sick / annual leave)
• First point of contact for attendance, sickness and lateness. Completing and documenting Return to work meetings
• Review, distribute and coach NFS quality assurance feedback
• Support team with product and process queries
• Manage team completion of eLearning
• Rota management
• Manage team building

Team performance Management

• Complete weekly team call calibrations with all agent levels
• Achieve agreed business unit KPI’s
• Create a high energy environment to drive optimum results
• Mentor and guide a team to optimal performance through daily motivating and accountability

Service delivery Management

• Manage delivery of all correspondence within agreed company timescales and deadlines
• Critical analysis and evaluation of all decisions made
• Liaise with the Learning and development team to assist with a successful new agent induction
• Deliver a solution focused approach to any upward referral
• Act as a communication filter on business matters with full visibility and transparency to your team
• Manage and control escalated complaints in line with the business complaints process
• Maintain an up to date knowledge of products and processes as well as insurance industry best practices and competitor activity
• Complete quality checks for written communication

Performance reporting

• Report on daily, weekly and monthly team performance
• Provide reporting to the Head of Customer Care weekly and monthly on team performance
• Review daily stats and action accordingly
• Identify key trends, opportunities and needs within the Claims team and other business units

Skills & Experience

• Minimum 2 years experience in leading and managing the delivery of outstanding service to Claimants within a team environment
• Proven capability to build and embed team performance through guidance and coaching
• A sound understanding of FCA operational guidelines; preferably within a regulated Claims handling or call centre environment (i.e claims procedures, compliance, process, and procedures)
• A demonstrated high level of experience in a hands-on role leading a team
• Demonstrated ability to correspond both verbally and written to exceptionally high standards
• Experience in delivering agreed key business KPI’s through a team of direct reports and the ability to analyse and digest business reporting metrics
• Ability to proactively create and provide solutions that apply to day-to-day business demands in a Claims handling environment
• Life insurance industry experience preferred but not essential
• Intermediate/advanced computer skills (Microsoft office)

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!