The Complex Household Claims department is looking for a highly motivated Major Loss Team Manager to join our Household Claims Department. The successful candidate will play a pivotal role in leading and managing one of our major loss claims teams, creating a positive work culture and ensuring that we deliver outstanding service to our customers while maintaining the highest standards of technical excellence and operational efficiency.
You will be responsible for liaising with policyholders, loss adjusters, surveyors, engineers, contractors, senior stakeholders and other parties involved in the claim process. You will also ensure that the teams claims are managed in a timely and fair manner, adhering to company policies and regulatory standards.
You will also act as a Subject Matter Expert representing the best interests of the team across the department and wider business.
The successful candidate will have outstanding product and technical knowledge, a proven track record of achieving strong results and a history of developing and coaching Claims Handlers.
The Team Manager will be required to:
- Lead and inspire the major loss claims teams to achieve exceptional results. Foster a positive and collaborative team environment where all members are motivated to perform at their best.
- Act as a technical referral point for the team, providing expert guidance on complex claims issues. Maintain an in-depth knowledge of household claims products and industry best practices.
- Drive team performance through effective monitoring and management. Conduct regular file reviews and provide constructive feedback to ensure continuous improvement.
- Demonstrate a passion for delivering outstanding customer service. Ensure that all claims are handled with empathy, efficiency, and professionalism, going the extra mile to meet customer needs.
- Implement a review and call monitoring strategy to support the quality assurance, training, and development of staff. Identify training needs, arrange training sessions, and provide coaching and feedback as required.
- Engage in project work aimed at improving processes, systems, and overall team performance. Contribute innovative ideas and take a proactive approach to problem-solving.
- Conduct monthly one-to-one meetings, appraisals, and team meetings to discuss performance, set goals, and address any concerns or development needs.
- Monitor work volumes and set realistic goals for individual handlers and the team. Ensure that workloads are balanced and manageable, and that targets are met consistently.
Experience
- Previous experience in household claims at a senior or team manager level is essential.
- A proven track record of achieving strong results and leading a team to success.
- Outstanding knowledge of household claims products and industry standards. Ability to apply this knowledge to drive team performance and customer satisfaction.
- Strong leadership and management skills, with the ability to inspire and develop a high-performing team.
- Excellent communication skills, both written and verbal are essential. Ability to convey complex information clearly and effectively to team members and customers.
- The successful candidate must show strong organisational and time management skills, with the ability to prioritise tasks and manage multiple responsibilities effectively.
- The successful candidate must be able to take a proactive approach to problem-solving, with the ability to identify issues and implement effective solutions. As well as a willingness to engage in project work and contribute innovative ideas.
Our Commitment to You
At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.
All qualified applicants will receive equal consideration for employment.
Benefits, and Work-Life Balance
At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK.
All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.
You can also view some of our other key benefits here.
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