Consumer Claims Manager

Car Care Plan is looking to recruit a dynamic Claims Manager with an experience of running and developing a multi channel contact centre. No two days are the same at Car Care Plan, so an ability to challenge those around you and think on your feet is essential. We pride ourselves on our culture, so if you want to join a great team and help develop this further we would welcome your application.

Key accountabilities:

• Working with the Head of Operations, develop a Consumer Claims Strategy that delivers outstanding claims service through multiple channels
• Implementation of the Consumer Claims Strategy
• Ensure that claims are dealt with effectively and efficiently in line with agreed underwriting parameters, and within service standards
• Develop and introduce relevant call quality monitoring processes
• Develop and introduce staff engagement strategy for the Consumer Claims Team
• Ensure that an appropriate competency framework is in place across all areas ensuring that there are appropriate assessment and benchmarking procedures are in place
• To promote and champion FCA regulations such as ICOBs and TCF principles, promoting customer satisfaction and continuous improvement
• Working with the Head of Operations, develop an effective headcount planning model, and ensure that it is regularly revised and updated
• Ensure completion of all training as mandated by the company and regulated by the FCA
• Ensure that you (and any direct reports) are meeting customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business
• Identify, manage and report risk within the Consumer Claims Team

This list is neither exclusive nor exhaustive and there may be other duties, within the remit of this position, required of the job holder from time to time.


• Excellent people management skills
• Proven ability to influence others
• Strong operational leadership
• The ability to effectively manage stakeholders

Experience and knowledge

• Operational leadership experience, including ownership of service delivery and KPI’s in a consumer claims setting, including reporting responsibility to internal and external stakeholders
• Experience of claims or customer service delivery in a multi-channel contact centre incorporating blended telephone, email, live chat and social media
• Experience of leading a customer service or claims team through a digital transformation process would be a distinct advantage
• Experience of workforce planning theory and process
• Robust general knowledge of the Insurance market place and emerging trends in consumer behaviours
• Up to date knowledge of all regulatory requirements for customer contact management, claims handling and complaint handling
• Ability to focus and lead improvements on process, customer journey and KPIs while managing day to day demands
• Ability to manage ‘surge situations’ dynamically and with rigour
• Ability to formulate strategies and plans for development of the Claims operation and to execute with a strong delivery and success focus
• Experience of leading change in a complex and fast moving environment
• Ability to collaborate with support functions and peers and build strong relationships

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