Job description

Job Title: Household Large and Complex Technical Claims Lead

Hybrid - Must be able to go to Eastleigh, or Bournemouth, or Gloucester once a month (more at the start to bed in


Household Large and Complex Technical Claims Lead: To lead the team of Major & Complex Loss Consultants and handlers and the Subsidence Team Leader and handlers within Home Technical Claims alongside handling a portfolio of the highest value/complex claims, ensuring that cases are dealt with quickly, efficiently and economically in accordance with all laid down procedures, guidelines and service standards.

To ensure an efficient and quality service is provided to all our internal and external customers.

To be a role model supporting your teams and members of the Household operations department by identifying formal training support as required and ensuring the provision of appropriate mentoring and coaching. Working with your team to ensure each member maximises their capabilities and performance.

Main Responsibilities as Household Large and Complex Technical Claims Lead:

Ensuring that within your area of responsibility

• Claims are handled quickly, efficiently and economically in accordance with laid down procedures, guidelines and service standards and are appropriately reserved in line with the agreed Reserving Guidelines.
• You lead a team of handlers, creating a working environment through which the team is able to develop their technical skills and provide a quality service which meets the needs of the customer.
• You provide guidance, motivation and direction to all members of your team and organise appropriate training for team members to ensure skills are optimised.
• You and your team assist in the development of claims handlers from outside of Household Large Loss claims
• You contribute fully to the management of claims within the Ageas Technical Claims Team.
• You manage claims in such a way that the interests of customers are appropriately considered and met.
• You deal with complaints in accordance with current Ageas guidelines and in accordance with FSA regulations.

Skills and experience you need as Household Large and Complex Technical Claims Lead:

• Exceptional technical expertise, analytical skills and attention to detail and an extensive working knowledge of a household large loss claims environment.
• A proven track record of regularly handling claims with values in excess of £500,000
• Strong leadership and people management skills
• Excellent communication skills and an ability to build beneficial internal and external relationships
• An understanding of what excellent customer service looks like and a passion to deliver the best experience possible for Ageas' customers by being innovative and by continuously challenging yourself and your team
• An ability to work independently with limited direction/consultation and to identify and solve problems/issues prior to their occurrence and escalate them as required
• A full understanding of the key drivers of claims cost containment and service provision including management of recoveries and experience of leading and promoting fraud investigations

MUST

• Have handled 500k+ claims themselves within property/household
• Have managed people as this does manage a team of 13 across multiple locations (the large loss and subsidence teams)
• Be able to go to Eastleigh, or Bournemouth, or Gloucester once a month (more at the start to bed in)
• Ideally have had some exposure to the fraud side of things in complex claims