Customer Experience Manager, UK

Reserv; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading insurtech firm in the United Kingdom is looking for a Claims Customer Experience Manager to lead the FNOL and Claims Support teams. This role focuses on enhancing operational performance against SLAs and driving process innovations. Candidates should have solid experience in insurance operations and exceptional leadership abilities. The position offers a competitive health insurance package, pension plan, and the flexibility to work from anywhere.

Benefits

Generous health-insurance package

Pension plan with employer contributions

Competitive holiday / leave policy

Industry qualifications paid after qualifying period

Apple laptop and quality-of-life equipment

Qualifications

• Proven experience managing operations in an insurance call center environment.
• Track record of managing SLAs, KPIs, and workforce planning in a fast-paced environment.
• Demonstrated ability to implement process improvements and automation tools.

Responsibilities

• Lead, coach, and develop the FNOL and Claims Support teams.
• Manage daily operations to deliver on SLAs, KPIs, and quality standards.
• Monitor call center performance metrics to improve service delivery.

Skills

Managing operations in an insurance call center

Implementing process improvements

Exceptional people leadership

Data interpretation

Communication and stakeholder management

Job description

Reserv is an insurtech creating and incubating cutting‑edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture‑backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long‑standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious goals and need team members who can thrive in a fast‑paced, evolving environment. If building a leading TPA and tackling long‑standing challenges in the claims space excites you, we’d love to meet you.

About the role

As the Claims Customer Experience Manager, you will oversee the day‑to‑day operations of our First Notice of Loss (FNOL) team and Claims Support team. You’ll be responsible for driving performance against SLAs, optimizing processes, and ensuring that every interaction leaves customers feeling supported and valued.

This role blends people leadership with process innovation: not only will you manage and motivate high‑performing teams, you will also identify opportunities to automate repetitive tasks, streamline workflows, and improve efficiency without sacrificing the human touch.

Key Responsibilities

• Lead, coach, and develop the FNOL and Claims Support teams
• Manage daily operations to deliver consistently on SLAs, KPIs, and quality standards.
• Monitor call center performance metrics and implement initiatives to improve service delivery.
• Partner with cross‑functional teams to enhance customer experience.
• Identify and drive automation opportunities, reducing manual work and creating more capacity for complex, high‑value interactions.
• Maintain compliance with insurance regulations and client requirements.
• Use data and insights to anticipate customer needs, measure satisfaction, and inform continuous improvement.
• Act as a key point of escalation for complex or sensitive customer situations.

Requirements

• Proven experience managing operations in an insurance call center environment.
• Track record of managing SLAs, KPIs, and workforce planning in a fast‑paced environment.
• Demonstrated ability to implement process improvements and automation tools to simplify workflows.
• Exceptional people leadership skills; able to inspire, coach, and engage teams.
• Analytical mindset with the ability to interpret data and make data‑driven decisions.
• Excellent communication and stakeholder management skills.
• Generous health‑insurance package
• Pension plan with employer contributions
• Competitive holiday / leave policy in addition to bank holidays – we want our employees fresh, healthy, happy, and energized!
• Industry Qualifications paid by us (after a qualifying period)
• Work from anywhere to facilitate your work‑life balance
• Apple laptop, large second monitor, and other quality‑of‑life equipment. Technology is something that should make your life easier, not harder!

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first‑principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!