Claims Team Lead - London, United Kingdom - marshmallow

marshmallow

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our mission:

Definitely not a sweet shop.

We're the tech company making insurance more accessible and more affordable for as many people as possible.

We're proud of our journey so far. We've helped hundreds of thousands of customers get fairer cover, all while polishing a 4.6 star Trustpilot score. But we're just getting started.

Over the next 2 years, we're planning to help even more people by launching products and services across different sectors and countries

If you're looking for a challenge, our next chapter is set to be an exciting one

How we work:

We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard.

It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.

Explore our Culture Handbook to find out more about life at Marshmallow, or read our blog

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 daytoday 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 thirdparty 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 questions / escalated customer scenarios and calls/liability referrals etc.
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 for customers
Reduction of inbound contact by delivering a high touch case handling approach
Ultimately, you are accountable for minimising the effort our customers need to use when making a claim

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 problemsolving 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

Understanding of how customers claim from FNOL through to settlement.
Experience managing and coaching a team
Previous experience of project / strategic change management would also 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.
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Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things _you w_ant. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes.
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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 wellb