Senior Claims & Client Experience Leader

VERLINGUE; Manchester; Presencial; GBP 45.000 - 65.000; Jornada completa

Descripción de la vacante

Verlingue Limited in the UK is seeking a Claim Executive to drive best claims service from insurers and suppliers, ensuring efficient, accurate, and compliant handling of all claims. You will manage client interactions to maintain high satisfaction and build strong internal and external relationships to exceed expectations.

The role focuses on promoting Verlingue's expertise externally, delivering thought leadership, and supporting business win and client retention through proactive reporting,

Formación

• Extremely organised with strong attention to detail.
• Proven relationship management and diplomacy skills.
• Capable of decisive decision-making under pressure.
• Willingness to travel to build relationships.
• Strong people skills and collaborative mindset.

Responsabilidades

• Drive external service from insurers and suppliers to ensure high-quality claims handling.
• Support business retention by addressing management information issues.
• Lead the claims proposition and improve external visibility.
• Manage key client relationships and ensure delivery across the team.
• Oversee case management of high-profile or complex claims.
• Provide guidance on technical issues and reporting.
• Mentor and develop the claims team.
• Gather client feedback and drive continuous improvements.

Conocimientos

Organised

Attention to detail

Relationship management

Communication skills

Diplomacy

Decisiveness

Leadership

Problem solving

Travel flexibility

Descripción del empleo

The main focus of a Claim Executive is to drive the best claims service from our insurers and suppliers whilst supporting in the delivery of ensuring that all claims are handled efficiently, accurately, and in compliance with regulatory demands. This role involves ensuring that all client interactions are managed in a way to maintain high levels of satisfaction and ensuring that any claim reports are accurate and provided to a high standard. Additionally, the Claim Executive is responsible for building strong and effective internal and external relationships to allow us the opportunity to exceed expectations as well as actively supporting the business win and retain clients. In the delivery of this role the Claim Executive will look to maximise our opportunity to promote our expertise and capability externally and to provide thought leadership.

Company Vision

“To build a large, European, independent, family-owned insurance brokerage group in which talents blossom and client satisfaction is continually high.” This role fully focuses on providing our clients a value-added service where client satisfaction is high.

Department Overview

The role will be part of the leadership group responsible for the Claims function in the UK across various locations.

Key Accountabilities

General Responsibilities The Claim Executive in Verlingue has a diverse array of responsibilities, including:
• External Relationship Management: Responsible to drive the best service from Insurers and Suppliers through regular engagement, obtaining and review of management information and creation of effective escalation facilities
• Business Retention: Support on any Management Information issues in New Business Working Groups & Prisms across UK
• Claim Proposition: Drive the relationship with the Marketing Team to ensure regular and effective thought leadership and external visibility of proposition is high
• Client Relationship Management: Lead our Key Client relationship management strategy and effectively ensure its delivery across the team
• Case Management: Actively manage a small portfolio of high profile or complex claims, ensuring timely resolution and maintaining accurate records.
• Referral Support: Provide support and guidance to the wider claims function on technical issues.
• Relationship Management: Ownership and development of strong internal relationships specifically in relation to the London Markets team and Broking to ensure there is effective communication taking place, expectations are understood and managed and the claims proposition is understood.
• Reporting: Assist in providing reports on claims performance, identifying trends, and implementing improvements.
• Team Training and Development: Provide suitable mentoring, training and development opportunities for the claims team to enhance their skills and knowledge.
• Client Feedback: Oversight and drive to obtain pro-active feedback on the claim service and work with the leadership team to ensure we actively promote good outcomes and/or act on feedback to continuously improve over time.

Person Specification

Qualifications

Suitable qualifications ✓

Skills, Knowledge & Attributes

Values successful and ongoing execution as an absolute priority
✓

Extremely organised
✓

Excellent attention to detail and a technical mindset
✓

Demonstrate confidence, strong relationship management, diplomacy, and decisiveness
✓

A strong “people” person and demonstrates wanting others to succeed
✓

Ability to find solutions, demonstrate a “can do” mentality and get actively involved

✓

Be a strong self-motivator and desire to be flexible
✓

Effective people management and influencer
✓

Great stakeholder management skills and ability to understand and share key and timely data
✓

To remain calm and solution focused when under pressure
✓

Strong ability to build effective relationships beyond Verlingue and use those relationships to add value
✓

Ability to travel as needed to build those relationships and ensure successful execution of strategies & programmes
✓

Aligned with the Verlingue values and behaviours
✓