We are currently recruiting for a First Response Team Leader for a well established fast growing insurance company based in Liverpool City Centre.  This is offering the salary between £22,000 – £25,000, 25 days Holidays a year and an immediate start.


Hours: Shift Patterns on a 4 week rota – working every one in 3 weekends working a Saturday and Sunday  (9am-5pm). Days in Lieu will be given for Weekend work.

Rota 1: 9am-5pm – Monday to Sunday

Rota 2: 10am-6pm – Monday to Friday

Rota 3: 8am-4pm  – Monday to Friday

Rota 4 :12pm-8pm – Worked Every 1 in 6


About The Role:


Purpose of the Role:


To manage a team of First Response Handlers

To drive forward the objective to manage claims effectively, including assessing the liability position in order to deliver the right outcome for our Customers.

To lead by example & endorse the company behaviours and values

Responsibility for staff performance management, training and development to maximise efficiency and quality output in line with department KPI’s & Objectives

To achieve first class technical and quality claims handling within the First Notification Team.

To maximise Policyholder use of our network for repairs, hire and Solicitors on non-fault claims to drive a positive customer journey.

To maximise the team’s capture of repairs, hire and Solicitors

To ensure that a fully effective leakage control programme is in place with particular focus on liability decision making.

To utilise internal & external companies to gain as much information on each claim as possible to make a timely liability decision.


Key Role Deliverables:


Complaints handling, dealing as first level complaints handler capable of resolving the majority of complaints generated on the team to the customer’s satisfaction.

Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file and prompt correct liability decision making.

To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training.

Participation in the supplier management process when required.

Ensure the team’s service levels to all customers are in line with set standards.

Drive adherence to relevant SLA’s within the team.

Ensure the effective management of inbound call handling philosophies are adhered to.


Application of Technical Knowledge:


Be the main technical referral point for the team with the ability to display a thorough knowledge on areas of indemnity, liability, quantifying claims.

Maximise the imparting of technical knowledge to the team by way of mentoring and coaching

Essential Skills & Experience


Target driven and highly motivated self starter

Proficient complaints handling capability

Clear, focused and determined approach to problem solving

Authoritative manner with ability to listen

Strong technical experience

Persuasive, strong and confident negotiation skills

Mature approach with the ability to command the respect of the team

People Management experience essential

The candidate essentially will have proven ability to manage and develop people

Preferred but not essential, a minimum of 2 years motor claims experience or transferable relevant skills

Preferred but not essential Cert CII qualified or working towards


About The Benefits


Salary between £22,000-£25,000

Immediate Start

25 days Holiday

Career Progression


To Apply


If this sounds like a role you will LOVE, please send your CV to  Daisy@jobwise.co.uk

We aim to respond to all successful applications within 2 days. If you haven’t been contacted within 2 days your application has been unsuccessful. Please check our Website and apply directly for any other suitable positions you see. We apologise that we are unable to contact everyone in person and thank you for your interest.


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