Fnol Team Lead, Motor Claims - London, United Kingdom - marshmallow

marshmallow

Verified Company

London, United Kingdom

2 weeks 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 being rated excellent on Trustpilot. 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 Claims Leadership 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.

Running a team of mixed skill level handlers, encouraging productivity, motivation and performance
Strong performance leaders; scheduling rotas / shifts
Compliance with FCA and other regulatory bodies
Monitoring key decision points and recommending change / improvements in their operational remit
Collaborating with other Claims Leads to ensure smooth and efficient claims journey for customers and suppliers
Open to feedback and adapting / implementing to change quickly
Experience in managing phone based teams and associated KPIs: call wait times, call abandon rates, agent availability
Needs to have motor claims experience, knowledge of FNOL but don't need to necessarily have led an FNOL team

What you'll be doing:

Managing a team of FNOL Executives (ranging in experience level) to promote productivity, motivation, engagement and high performance
Driving the team towards optimal telephony based goals through efficient resourcing, scheduling and planning
Partnering with other Claims Leads to establish smooth and coherent processes with ideal customer outcomes
Balancing customer expectations and needs with commercial goals and objectives
Responding to feedback to drive changes and improvements in ways of working
Contributing ideas and sharing market insights to drive better outcomes
Empowering senior handlers to assist with escalated customer scenarios
Reviewing claims processes and recommending changes. You'll also be conducting quality assurance audits and highlighting missed opportunities, leakage and areas for improvement
Managing and coaching claims team members, and supporting them in the development of their knowledge and skills
Maintaining MI reporting and using this to suggest improvements or new initiatives
Ensuring that your team delivers a quality customer experience through clearly explaining the process and what they can expect throughout the claims journey
Creating the time, space and confidence for your team to go above and beyond for customers

Who you are:

Able to respond quickly to feedback and take learnings on board with a positive mindset
You truly care about supporting and developing the people you manage
You have a proven ability to get deep into the detail but also help with broader projects and initiatives
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:

Proven experience in managing and high performance motor claims team
Understanding of how customers claim from FNOL through to settlement, with emphasis on initial notification stage
Wider claims knowledge including as liability decision making and level of cover for each policy type
A basic understanding of other claims processes such as reserving
Experience in leading high performance telephonybased teams (and the associated KPIs to demonstrate this)
Knowledge