Job description

JOB DESCRIPTION:

Schemes Manager - Claims

Bristol Hybrid - 2 days per week in the office. Occasional travel to London office

ROLE OVERVIEW

The role

We have an opportunity for a Scheme Manager to join a growing team that handles claims made against professionals on an outsourced basis. The team handles claims on behalf of leading insurers, acting under delegated authority levels for pre-litigated matters from first notification of loss to resolution.

Working with the Head of Claims and other team members, you will be responsible for the line management of a team of Claims Handlers, Senior Claims Handlers and Technical Claims Handlers managing resources and capacity. You will also be responsible for compliance with service levels, data accuracy and quality. You will oversee the day-to-day relationship on particular accounts with clients and internal/external stakeholders. The role requires excellent client relationship management skills alongside the ability to manage and coach a dynamic team. Customer service skills are crucial in order to deliver excellence in respect of the claims experience to insureds and brokers.

You will work closely with other Scheme Managers providing support where required. Collaboration with the team and with clients is essential, applying coaching, training and mentoring skills that will develop team members to the best of their ability. Collectively, you will be responsible for building and shaping the team for the future, embedding principles of excellence in customer service and establishing the culture, values and behaviours that make for an attractive and varied legal and/or insurance career.

Key Responsibilities

Day to day duties are likely to include:

• Client relationship management, including being a point of contact for general queries arising for clients on the accounts to which you are assigned, delivering feedback and consistently aiming towards an established and collaborative working relationship with insurer clients.
• Supervision and mentoring of direct reports in order to create a high performing team.
• Proactively manage the team's files to comply with Service Level Agreements and Key Performance Indicators.
• Ensuring quality and integrity of MI captured within the case management system.
• Maintaining reporting across an account and liaising with internal administration to deliver reports to Insurers as required.
• Delivering technical training, coaching and support as appropriate to members of the team and wider department.
• Ensuring consistency and excellent customer service at all times.
• Identifying, understanding and then delivering upon client needs.
• Identifying trends and escalating risk information to the Head of Claims and insurers where appropriate.
• Building and maintaining effective working relationships with all customers and suppliers to ensure defined service levels and expectations are met and exceeded.
• Ensuring accurate and consistent operation of the Delegated Authority given by Insurer Clients.
• Ensuring that quality assurance standards are achieved, and procedures are adhered to by carrying out regular audits of team members.
• Preparing for and chairing periodic meetings with key stakeholders

Knowledge, skills and experience

Required:

• Law degree or working towards ACII, CILEx or equivalent legal qualification; alternatively, significant experience in claims with technical knowledge and expertise.
• Excellent communication skills, both orally and in writing, and an understanding of how to provide excellent customer service
• Demonstrable experience of relationship management (internal and external).
• Ability to prioritise effectively and adapt plans accordingly, consistently producing high quality work even when meeting tight timescales.
• Organised and efficient, able to work on own initiative and as part of a team.
• Previous line management experience as a team leader or similar and the ability to motivate self and others.
• Ability to deal with difficult or demanding situations and clients.
• Good knowledge and confident use of Microsoft office (including Excel, Word, PowerPoint and Outlook).

Advantageous:

• A good working knowledge of law firm operations and pressures; understanding the need for efficient, timely, cost-effective support
• Previous experience of working with a case management system.
• Comprehensive technical claims knowledge and experience.
• Experience of dealing with professional indemnity and/or management liability policies or experience of working within the insurance industry.
• Sound understanding of relevant legislative and legal frameworks and the importance of compliance.