Customer Claims Manager- Travel - Birmingham based

Robert Walters UK; Birmingham; Hybrid; GBP 60,000 - 63,000; Full time

Job summary

An established industry player seeks a dynamic Customer Claims Manager to lead their Travel Claims department. This exciting role involves driving performance, mentoring team managers, and ensuring operational excellence in claims processing. You will have the opportunity to shape service delivery while fostering a high-performance culture. The company offers a supportive environment with a hybrid work model, competitive benefits, and career development opportunities. If you are passionate about customer service and leadership, this role is perfect for you.

Benefits

Competitive pension and savings plans

Employee share purchasing plan

Mental health and wellbeing programmes

Supportive work environment

Career development opportunities

Qualifications

• Proven experience in leadership and team management within claims or customer service.
• Strong understanding of claims processes and performance metrics.

Responsibilities

• Lead and develop the Travel Claims department to meet performance targets.
• Ensure alignment of claims processes with business objectives and SLAs.

Skills

Leadership

Team Management

Claims Strategy

Performance Management

Collaboration

Communication

Education

Degree in Business Management or related field

Job description

Customer Claims Manager - Travel - Birmingham based

Are you a dynamic leader with a passion for driving performance and delivering exceptional customer service? We're looking for a dedicated Customer Claims Manager to lead our Travel Claims department at our client. In this role, you will shape the future of our service delivery, ensuring we consistently meet and exceed performance targets and KPIs.

Key Responsibilities:

1. Leadership & Team Management:
   Manage, mentor, and develop Team Managers, fostering a culture of collaboration and excellence.
   Drive operational excellence by ensuring teams meet performance targets.
   Promote a high-performance culture by coaching and supporting career growth.
2. Claims Strategy & Operational Excellence:
   Ensure claims processes align with business objectives, meeting SLAs and KPIs.
   Manage claims costs effectively for our client and Business Partners.
   Provide expert guidance on complex claims, ensuring timely resolutions.
3. Collaboration & Communication:
   Schedule and lead monthly performance and departmental meetings.
   Ensure clear agendas and meeting minutes, encouraging proactive team contributions.
   Own and resolve escalated Business Partner claims, delivering objective reports where needed.
4. Resource Planning & Performance Management:
   Optimise resource allocation to maintain performance levels.
   Strategically plan team overtime within budgetary constraints.
   Monitor and enhance team motivation, performance, and development through Personal Development Plans (PDPs).

What We Offer:

1. Work-Life Balance:
   35-hour workweek with a hybrid model (60% office, 40% remote).
2. Career Development:
   Be part of an experienced Travel Claims team with opportunities for leadership development.
   Access to comprehensive learning and development, including certifications and professional qualifications.
3. Benefits & Perks:
   Competitive pension and savings plans.
   Employee share purchasing plan.
   Mental health and wellbeing programmes.
   A supportive, collaborative work environment.
4. On-Call Requirement: Due to the nature of the role, occasional on-call duties may be required.

About the job:

Contract Type: Permanent
Industry: Telecommunications
Workplace Type: Hybrid
Experience Level: Mid Management
Location: Birmingham
Salary: £60,000 - £63,000 per annum

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates.