Claims Team Leader

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Our Gallagher Housing Division are seeking an experienced and proactive Claims Team Leader to join our established team.  

You will ensure the claims operations within the function for which you are responsible for will run effectively and efficiently, whilst driving continuous improvement and a value-added service for customers and colleagues.

Working with senior members of the business to ensure the delivery of the UK and local Claims strategy. Work in accordance with Claims Standard Operating Processes and adheres to Company and regulatory requirements whilst appropriately meeting the needs of customers, the regulator and colleagues.

We are happy to consider remote working (1x/quarter travel will be expected) or hybrid working out of our Chelmsford office (2x/week).

Claims Handling

• Offer appropriate technical advice to clients for more complex claims, showing support and empathy in effectively managing expectations regarding the claim process, timescales, policy and/or legal liability and quantum
• Ensure all relevant internal Line of Business systems are updated regularly and that data held is 100% accurate at all times
• Manage claims from receipt to conclusion in accordance with authority level, including, but not limited to:
  • Ensure all necessary documentation is requested from the client (including completed claims forms, where applicable), in accordance with FCA protocols and / or any other regulatory requirements;
  • Arrange the appointment of loss adjusters or suppliers as appropriate;
  • Forward relevant documents to clients, notify insurers and document accordingly;
  • Liaise with line manager regarding any issues that require escalation, in addition to following the group complaints procedure;
  • Ensure any payments are chased appropriately, where applicable;
  • Ensure all relevant inward / outward correspondence is added to each file in the correct order, including contemporaneous notes of any telephone conversations / meetings;
  • Process all claims notifications and further advice in accordance with retails claims SOPs
• Proactively assess the status of claims with clients and/or insurers (as applicable) and ensure that all parties are informed of progress / chased for updates as necessary
• Deal with complex customer complaints and appeals, working on complex or fraudulent cases that require experience and specialist knowledge, maintaining quality and customer service standards
• Review Insurer decisions, challenge repudiations if required and provide technical advice to clients accordingly
• Monitor progress of collections from insurers and ensure collections / payments are received / made in a timely fashion, through liaison with Finance.
• Attend-pre renewal meetings

Customer Service

• Actively support the client service team including attendance, and team attendance, at PRISMS
• Lead client meetings
• Update and advise clients and Insurers of all events and discussions during the claims process ensuring complete customer satisfaction
• Build and maintain strong working relationships with clients and key stakeholders to promote customer satisfaction
• Communicate and / or present ambiguous and complex information in a clear and impactful manner, with authentic communication skills for varying audiences
• Actively seek out customer feedback to continuously improve the business and claims function

Develop the Claims Function Strategy

• Actively support the client service team including attendance, and team attendance, at PRISMS
• Lead client meetings
• Update and advise clients and Insurers of all events and discussions during the claims process ensuring complete customer satisfaction
• Build and maintain strong working relationships with clients and key stakeholders to promote customer satisfaction
• Communicate and / or present ambiguous and complex information in a clear and impactful manner, with authentic communication skills for varying audiences
• Actively seek out customer feedback to continuously improve the business and claims function

Leadership (and develop the function)

• Create an inclusive, engaged and motivated team culture to achieve optimum performance
• Review engagement survey results and ensure appropriate actions are taken as required
• Ensure that clear objectives are set, regular performance reviews and one to ones are carried out and personal development plans created
• Ensure the team receive appropriate development and training, including the promotion of continuous professional development and advocacy of professional qualifications
• Regularly attend and hold team meetings to drive the performance of the team. Proactively manage performance and attendance within the team
• Conduct a fair and effective recruitment, selection and induction process including comprehensive training plans in place for new starters
• Act as a mentor and referral point for the team
• Manage and coach team working closely with insurance brokers, agents and loss adjusters making sure that claims are dealt with according to FCA and SLAs requirements

(Financial and) Data Management