The Claims Team
We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers.
We're looking for a Claims Team Lead to be responsible for managing the day-to-day operations of a growing team of executives, developing our case handling function and focusing on owning our customer journey.
We are looking for someone with proven leadership skills, who will relish the challenge of working with our Head of Claims to onboard, train and coach members of our growing in-house claims team.
Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.
What you'll be doing
Managing the day-to-day operations of a growing team of claims executives, ensuring we are on track to hit KPIs and OKRs
Supporting, monitoring and reviewing motor claims processed in house or by our third-party providers.
Reviewing claims processes and recommending changes. You'll also be conducting quality assurance audits and highlighting missed opportunities, leakage and areas for improvement
Supporting technical claims matters in respect of escalated / high valued credit hire and recommending strategy..
Managing and coaching claims team members, and supporting them in the development of their knowledge and skills
Working with others across the business to set up and maintain performance reporting/metrics
Working and owning on operational and strategic projects
Presenting and explaining statistical management information to the business
Ensuring that your team achieves quality outcomes for customers
Creating the time, space and confidence for your team to go above and beyond in handling their credit hire cases
Ultimately, your team is accountable for minimising our exposure to third party credit hire claims through mitigation and pack negotiation.
Who you are
You truly care about supporting and developing the people you manage
You have a proven ability to think strategically but are also able to get deep into the detail
You enjoy problem-solving and creating innovative solutions to complex problems
You enjoy working in a high growth environment and are highly adaptable to change
What we're looking for from you
Experience and understanding in the following areas:
how insurance policies are sold and distributed, and contracts formed and applied
how motor claims can occur and are registered
how motor claims liability arises, is established and negotiated
claims reserving and payment processes
Knowledge of Indemnity statuses and how these affect the outcomes of credit hire claims
End to end credit hire handling experience through FNOL, Intervention, Mitigation, Negotiation, litigation and settlement
Experience and confidence in dealing with complex and large credit hire claims and to lead the individual strategies on these cases.
Clear communication to convey updates to a varied and wide audience on complex credit hire cases and overall performance of strategic goals.
Experience in Know Your Opponent strategies; able to contribute and lead recommendations for change to keep Marshmallow at the leading edge of credit hire defense
Experience managing and coaching a Credit Hire team
Previous experience of project / strategic change management would also be beneficial
Experience of litigation processes and CPR would be beneficial
Perks of the job
Flexible working: Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you *If this arrangement doesn't work, don't let it hold you back. We're always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we'll talk about our options.
Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes.
Learning and development - Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
Mental wellbeing support - Access therapy and mental health sessions through Oliva
Equity - Get options in Marshmallow as part of your offer, and have a real stake in the company's success
Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches
Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
Tech scheme - Get the latest tech for less
Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!