FIRST BUS CENTRAL SERVICES

Responsibility

• proactively manage and efficiently process a portfolio of third-party claims
• undertake claims filing of post and emails accurately and in a timely manner
• inform policyholders of the claim process and manage expectations throughout, providing the best service possible
  Show more +47
• speaking with customers to provide an update on their claims journey
• process emails that have failed and ensure they are directed to the correct claims team
• you’ll be the first point of call via telephone for a customer who has been involved in a motor accident
• reserve for Heads of Damage in line with reserving philosophy
• proactively manage Injury claims within a personal authority amount
• sort and index any emails for the Claims Operations Teams
• sending allegations to third party insurers and Solicitors
• validate policy indemnity for each claim, ensuring that the correct insurer status applied
• review estimates/invoices and arrange engineering or outsourced assessments where required
• submitting any costs to third party companies
• date and reference incoming post to ensure it goes to the correct claims team
• manage and negotiate a limited caseload of development files on referral to mentor or Senior Technical Claims Negotiator
• review documentation and raise payments in line with reserves
• negotiating costs for Quantum disputes
• manage Third Party Property Damage , including credit hire claims, in accordance with FCIM’s procedural requirements and own authority limits
• you’ll process cheques on claims files as required and in accordance with your authorities
• carry out a basic assessment of litigation documents and instruct legal suppliers and dispute cases where necessary
• recovering costs from debtors for breach of policy/Indemnity withdrawn cases
• reference, scan, validate and update the spreadsheet with any signed for or special delivery items ensuring all details are recorded accurately
• you’ll identify and champion potential fraudulent claims and action in line with guidelines
• process claim payments in accordance with personal authority
• manage highways, rail, street furniture and property damage claims and outsource to suppliers where required
• instructing solicitors to commence legal proceedings for outstanding costs
• ensure checks are completed for any failed validation, to be pushed through manually
• you’ll make sure liability is agreed within existing case law and accident circumstances
• answer inbound phone calls & communicate on email. After all, our customers are at the heart of everything we do
• proactively establish liability by requesting CCTV, Police evidence and Witness information
• locate files and documents requested by the claims teams
• you’ll effectively negotiate with customers, suppliers and all relevant third party representatives
• be responsible for personal development requirements in specialist area, by attending all training sessions to ensure understanding of technical issues
• dealing with Non fault cases that happen abroad or within the UK
• return emails and post that has been received with no information requesting further details
• ensure compliance with all regulatory and corporate policies and requirements
• you’ll follow and consider all regulatory requirements at all times
• liaising with internal and external companies to bring closure to cases
• you’ll record, process and settle First Notification of Loss motor claims, in line with our principles and procedures and maintain files within our service standards
• you’ll be compliant with health and safety policies at all times
• proactively manage all incoming correspondence using telephone, e-mail and letter
• you’ll make sure that all files are reserved accurately and promptly within our reserving philosophy and be personally responsible for ensuring the reserves fully reflect the level of damages on each file
• adhere to and consider all regulatory requirements at all times
• reference, scan, validate and update the spreadsheet for any returned or requested cheques, hand these to the correct handler within claims in a timely manner
• ensure that any letters sent from the claims teams are placed in envelopes accurately and sent to the customer
• proactively manage incoming telephone calls
• you’ll make sure compliance with company standards/regulations at all times
• be compliant with health and safety policies at all times
• support the Claims Operations Teams by ensuring any required cheques are processed and sent out with any required correspondence
• manage claim costs within personal allocation by achieving most economical settlement

Requirements

• people are at the heart of everything we do. You’ll be a people person
• you’ll be a great communicator with a sharp eye for detail
• organisation, timekeeping and structure are second nature to you
  Show more +39
• you’re not fazed by computers and software
• previous experience working within a motor claims department, preferably a third-party damage claims environment
• you have good numeracy and literacy skills
• administration experience
• previously worked in Customer Services or Administration for example retail, hospitality, call centres or similar environments- Full training provided
• prior experience of motor claims handling, knowledge of vehicle types and case law
• strong motor claims experience working within a bodily injury claims environment
• previously worked in Customer Services or Administration for example retail, hospitality, call centres or similar environments – Full training provided
• demonstrable experience from a Customer Service role
• ability to understand the motor claims administration processes
• you’re eager to learn and develop through continuous training
• experience handling claims within an OIC Portal or similar
• knowledge from a Motor Claims environment
• knowledge of Financial Conduct Authority requirements and the regulatory framework relating to claims
• teamwork, teamwork, teamwork. You’ll be a supportive, enthusiastic team player
• good numeracy, literacy and negotiation skills
• knowledge of FCA requirements
• previous customer service experience within financial services or Graduate level applicant will be considered
• understanding of motor insurance processes and the end-to-end customer claims process
• an understanding of fraud controls
• understanding of claims in motor insurance
• you have the ability to manage standard third-party motor claims
• self-motivated and enthusiastic
• an understanding of vulnerable customers and providing the right level of service and communication
• proven track record in personal injury claim handling, including dealing with personal injury claims within and out with the RTA Portal
• good level of communication skills, both verbal and written
• excellent communication, time management and organisation skills
• an understanding of the FCA consumer duty rules
• problem-solving skills with the ability to adopt a logical approach to resolving problems
• technical expertise with exposure to third party claims including credit hire and liability
• complaint resolution is essential
• good time management and organisation skills with the ability to prioritise own work
• desire to learn and develop through continuous training
• you have the skills to negotiate and influence
• commercial awareness
• coaching/training experience desirable
• good Liability Knowledge and a confident challenger
• previous knowledge of FCA requirements and the regulatory framework relating to Motor claims
• people first

Trade

• insurance
• Insurance

Earnings for position claims handler

Current offers for the position:

Responsibility

• proactively manage and efficiently process a portfolio of third-party claims
• undertake claims filing of post and emails accurately and in a timely manner
• inform policyholders of the claim process and manage expectations throughout, providing the best service possible
  Show more +47
• speaking with customers to provide an update on their claims journey
• process emails that have failed and ensure they are directed to the correct claims team
• you’ll be the first point of call via telephone for a customer who has been involved in a motor accident
• reserve for Heads of Damage in line with reserving philosophy
• proactively manage Injury claims within a personal authority amount
• sort and index any emails for the Claims Operations Teams
• sending allegations to third party insurers and Solicitors
• validate policy indemnity for each claim, ensuring that the correct insurer status applied
• review estimates/invoices and arrange engineering or outsourced assessments where required
• submitting any costs to third party companies
• date and reference incoming post to ensure it goes to the correct claims team
• manage and negotiate a limited caseload of development files on referral to mentor or Senior Technical Claims Negotiator
• review documentation and raise payments in line with reserves
• negotiating costs for Quantum disputes
• manage Third Party Property Damage , including credit hire claims, in accordance with FCIM’s procedural requirements and own authority limits
• you’ll process cheques on claims files as required and in accordance with your authorities
• carry out a basic assessment of litigation documents and instruct legal suppliers and dispute cases where necessary
• recovering costs from debtors for breach of policy/Indemnity withdrawn cases
• reference, scan, validate and update the spreadsheet with any signed for or special delivery items ensuring all details are recorded accurately
• you’ll identify and champion potential fraudulent claims and action in line with guidelines
• process claim payments in accordance with personal authority
• manage highways, rail, street furniture and property damage claims and outsource to suppliers where required
• instructing solicitors to commence legal proceedings for outstanding costs
• ensure checks are completed for any failed validation, to be pushed through manually
• you’ll make sure liability is agreed within existing case law and accident circumstances
• answer inbound phone calls & communicate on email. After all, our customers are at the heart of everything we do
• proactively establish liability by requesting CCTV, Police evidence and Witness information
• locate files and documents requested by the claims teams
• you’ll effectively negotiate with customers, suppliers and all relevant third party representatives
• be responsible for personal development requirements in specialist area, by attending all training sessions to ensure understanding of technical issues
• dealing with Non fault cases that happen abroad or within the UK
• return emails and post that has been received with no information requesting further details
• ensure compliance with all regulatory and corporate policies and requirements
• you’ll follow and consider all regulatory requirements at all times
• liaising with internal and external companies to bring closure to cases
• you’ll record, process and settle First Notification of Loss motor claims, in line with our principles and procedures and maintain files within our service standards
• you’ll be compliant with health and safety policies at all times
• proactively manage all incoming correspondence using telephone, e-mail and letter
• you’ll make sure that all files are reserved accurately and promptly within our reserving philosophy and be personally responsible for ensuring the reserves fully reflect the level of damages on each file
• adhere to and consider all regulatory requirements at all times
• reference, scan, validate and update the spreadsheet for any returned or requested cheques, hand these to the correct handler within claims in a timely manner
• ensure that any letters sent from the claims teams are placed in envelopes accurately and sent to the customer
• proactively manage incoming telephone calls
• you’ll make sure compliance with company standards/regulations at all times
• be compliant with health and safety policies at all times
• support the Claims Operations Teams by ensuring any required cheques are processed and sent out with any required correspondence
• manage claim costs within personal allocation by achieving most economical settlement

Requirements

• people are at the heart of everything we do. You’ll be a people person
• you’ll be a great communicator with a sharp eye for detail
• organisation, timekeeping and structure are second nature to you
  Show more +39
• you’re not fazed by computers and software
• previous experience working within a motor claims department, preferably a third-party damage claims environment
• you have good numeracy and literacy skills
• administration experience
• previously worked in Customer Services or Administration for example retail, hospitality, call centres or similar environments- Full training provided
• prior experience of motor claims handling, knowledge of vehicle types and case law
• strong motor claims experience working within a bodily injury claims environment
• previously worked in Customer Services or Administration for example retail, hospitality, call centres or similar environments – Full training provided
• demonstrable experience from a Customer Service role
• ability to understand the motor claims administration processes
• you’re eager to learn and develop through continuous training
• experience handling claims within an OIC Portal or similar
• knowledge from a Motor Claims environment
• knowledge of Financial Conduct Authority requirements and the regulatory framework relating to claims
• teamwork, teamwork, teamwork. You’ll be a supportive, enthusiastic team player
• good numeracy, literacy and negotiation skills
• knowledge of FCA requirements
• previous customer service experience within financial services or Graduate level applicant will be considered
• understanding of motor insurance processes and the end-to-end customer claims process
• an understanding of fraud controls
• understanding of claims in motor insurance
• you have the ability to manage standard third-party motor claims
• self-motivated and enthusiastic
• an understanding of vulnerable customers and providing the right level of service and communication
• proven track record in personal injury claim handling, including dealing with personal injury claims within and out with the RTA Portal
• good level of communication skills, both verbal and written
• excellent communication, time management and organisation skills
• an understanding of the FCA consumer duty rules
• problem-solving skills with the ability to adopt a logical approach to resolving problems
• technical expertise with exposure to third party claims including credit hire and liability
• complaint resolution is essential
• good time management and organisation skills with the ability to prioritise own work
• desire to learn and develop through continuous training
• you have the skills to negotiate and influence
• commercial awareness
• coaching/training experience desirable
• good Liability Knowledge and a confident challenger
• previous knowledge of FCA requirements and the regulatory framework relating to Motor claims
• people first

Trade

• insurance
• Insurance

Earnings for position claims handler

Current offers for the position:

Responsibility

• ensure delivery of the Third Party business plan and Personal Injury targets
• ensure delivery of the CFS business plan and targets
• manage, motivate and lead a group of Personal Injury Negotiators
  Show more +37
• deputise and support the Operations Manager as and when required
• assist the Claims department with any queries and handle more complex claims where appropriate
• provide regular reports to the PI Claims Manager on the status of KPIs and SLAs
• ensuring the team, although aligned to specific people disciplines/Pillars provide support/cover across the team
• ensure potential fraudulent claims are identified and referred as per documented procedures
• to be responsible for all fraud workstreams and ensure that these are investigated, validated and controlled within agreed metrics and SLA
• conduct regular audit reviews to check the accuracy and quality of employee’s work
• to conduct regular reviews in to Fraud referral frequencies to identify trends, behaviours and opportunities
• deal with all employee issues, including monitoring absence and conducting disciplinaries
• to conduct monthly operational reviews; managing departmental legacy reserves, open investigations and dormant files
• to ensure that the People Services team offer an excellent service to employees at all levels within the business by being the first point of contact for HR, Talent and Learning related queries, always representing the company in a professional manner, resolving queries in line with SLAs and in accordance with Group Policies and relevant employment legislation
• manage the People Services Co-ordinator including providing coaching and support, conducting performance reviews, managing their absence, reviewing their workload, and resolving any employee issues that arise
• assist the recruitment process and interviewing
• to review incoming referral volumes against capacity thresholds to identify available capacity/potential challenges
• provide regular reports to the Operations Manager on the status of objectives, KPI’s and SLA’s. Support with problem solving and identifying ways to improve performance
• to ensure that the People Services team maintain the HR/Talent/Learn Inbox and all associated people processes to ensure a timely response is provided and colleagues feel valued
• assist with the training of new recruits, or re-training of current employees when required
• have input into and manage departmental procedures specifically in relation to Claims Fraud procedures and drive improvements in processes, procedures and systems. Support with the rollout of process changes to colleagues
• to monitor and review complaints to establish upheld rates, root causes and process improvements
• lead and manage all changes to colleague records ensuring accuracy and timeliness of processing to ensure colleague records are maintained effectively
• develop and manage departmental procedures specifically in relation to PI, and drive improvements in processes, procedures and systems
• work with the team to develop system and processes to ensure cover across all 3 people disciplines of HR, Talent & Learning, so that a seamless service is provided to the organisation and in support of the wider people pillar
• review HR/Learning/Talent procedures on a regular basis to ensure these meet the needs of the business
• provide support across the wider People Team in helping to co-ordinate ER cases/learning agreements/interview processes, responding to queries and providing support with other ad-hoc HR/learning/talent activities
• ensure all Technical Claims Negotiators are compliant with Consumer Duty principles when liaising with customers and handling claims
• provide support to the team and be a referral point for handling customer complaints to achieve a positive outcome
• raising and processing of purchase orders, with the management of suppliers as required
• deliver coaching and feedback to the team to achieve KPIs and SLAs, and conduct regular performance reviews, including probationary reviews and annual appraisals
• ensure MI is accurately recorded in relation to key stages within the investigative lifecycle, to allow accurate reporting on our performance against key objectives/targets
• ensure all Fraud Investigators are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles
• ensuring that across the team all leaver processes are proactively managed in a timely manner, so that wherever possible leavers are processed within 24 hours of notification to minimise risk, achieve SLAs and avoid payroll issues
• any other reasonable duties as required
• any other reasonable duties as required given the level and nature of the role
• ensure that all new claims files are reserved accurately and promptly within our reserving philosophy
• frequently monitor and manage the departments key performance indicators to ensure that department and team targets are met
• lead the team in managing the exit interview with the colleague, dealing with feedback in a professional manner and raising any issues appropriately as a result of the feedback
• always ensure compliance with company and other relevant standards or regulations

Requirements

• excellent communication skills, both verbal and written
• negotiation and influencing skills
• good time management and organisation skills with the ability to prioritise work
  Show more +44
• extensive motor insurance experience and claims fraud technical handling capability
• CIPD Level 5 qualification
• strong leadership and people management skills with the ability to motivate employees in a high-pressurised environment
• A strong background of litigation relating to claims suspected of fraud
• excellent time management and organisation skills
• extensive motor personal injury claims experience
• problem-solving skills with the ability to adopt a logical approach to resolving problems
• A strong background in leading a team, performance management, setting, managing team objectives and disciplinaries
• excellent stakeholder management
• experience of managing a team of employees
• strong customer service skills
• A strong background of leveraging MI to drive performance at an individual, team and departmental level
• strong leadership and people management skills with the ability to motivate employees in a high pressurised environment
• experience of people management
• experience of claims reporting management of ACPC
• good numeracy and literacy skills
• experience with lean methodology; implementing control measures and removing waste/manual tasks from processes to support efficient and effective claims handling/investigations
• strong analytical and problem solving skills, with the ability to identify inconsistencies and trends
• recent demonstrable People Services experience
• excellent numeracy and literacy skills
• strong experience of auditing claims files
• computer literate
• strong leadership and people management skills with the ability to motivate employees in a high-pressured environment
• experience using People/HR systems
• excellent problem-solving skills with the ability to adopt a logical approach to resolving problems
• solid understanding of all aspects of motor claims handling and specifically with regards to MOJ and OIC Portal reforms
• commercially & Customer focused
• excellent knowledge of FCA requirements and the regulatory framework relating to claims
• good understanding of the insurance industry is desirable
• people first
• problem solving skills with the ability to adopt a logical approach to resolving problems
• excellent accuracy and attention to detail skills
• strong understanding of the business objectives and operations delivery
• knowledge of FCA requirements
• excellent IT skills
• always
• basic understanding of Employment Law
• we’re passionate about our colleagues and know the best people deserve an extraordinary working environment
• excellent interpersonal skills, with the ability to lead and communicate effectively both within the team and externally with colleagues at all levels in the organisation
• behaviours
• good HR Systems skills
• A confidential and professional approach is essential, with the ability to demonstrate integrity
• we owe it to them so that’s what we offer
• good Influencing and negotiation skills

Current offers for the position:

Responsibility

• have management oversight of the organisation’s Customer Voice programme and tracking of leading indicators of CX performance
• create a CX insight dashboard to allow stakeholders to self serve customer experience insight
• own and evolve our ‘Your voice’ customer insight panel working with stakeholders across the business to identify research needs
  Show more +10
• work collaboratively with the Customer Leadership team in the design and execution of the organisation’s CX strategy that can be scaled in line with the organisation’s growth and diversification strategy, ensuring alignment with senior stakeholders across the enterprise
• manage 3rd party CX insight relationships with various partners
• play a pivotal role in driving a customer-centric environment within the business, delivering robust customer experience insight across all customer touchpoints through a robust business partnering approach
• provide thought leadership and proactive recommendations of new insight methodologies and evolving customer expectations
• aligned to the CX strategy, design a CX insight approach and roadmap leveraging current insight methods and identifying opportunities to evolve the CX insight offering
• create and deliver compelling insight to a wide range of stakeholders and leveraging that insight to drive continuous improvement of the customer experience and good customer outcomes
• ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
• any other reasonable duties as required
• any other reasonable duties
• to lead a team, conducting the full range of people management duties as well as building the team’s skillset and capability

Requirements

• able to produce summary level information of large, complicated data sets for multiple audience types often within short time scales
• strong leadership capabilities with the ability to inspire and coach across all levels
• significant experience in an Insight management role within a medium/large enterprise
  Show more +32
• strong commercial acumen with the ability to rapidly quantify opportunities and risk to inform the prioritisation of activity
• knowledge and experience of a range of qualitative and quantitative research methodologies, including involvement in questionnaire design
• ability to think creatively with an attitude that inspires colleagues to turn ideas into reality
• experience of working within a highly regulated environment
• highly numerate and analytical. Ability to solve problems and distil complex information into clear insight and recommendations
• experience in taking information and data and transforming them into insights to help strategic and tactical decision making
• ability to think in a structured way to solve problems and capitalise on opportunities
• understanding of the insurance/financial services industry, its products and key regulations
• ability to influence senior stakeholders and external suppliers
• strong knowledge of customer experience sector including consumer and market trends and customer technologies
• strong stakeholder management experience within a fast paced, matrixed environment
• highly motivated self-starter
• knowledge of FCA regulations and requirements preferred
• proven team leadership, experience in building, motivating and inspiring high-performance teams
• ability to take quick confident decisions at a strategic level to move things forward
• ideally an excellent understanding of retail insurance products, the insurance industry and the different distribution channels
• ability to flex leadership style in order to engage and influence a wide range of stakeholders
• structured thinking to find solutions to complex problems and the ability to adopt a pragmatic way forward
• subscription-based businesses in other sectors will be considered
• exposure to insurance business functions – pricing, digital, finance, operations, underwriting
• strong leadership skills - ability to lead teams and champion the customer persistency agenda
• behaviours
• exposure to senior management level and above in a customer-focused business
• confidence in prioritising and balancing competing work streams
• professional, confident and personable
• excellent communication & presentation skills, both verbal and written
• commercially focused with a strong customer ethic
• good time management and organisation skills
• excellent communication skills, both verbal and written with the ability to present complex issues to a wide range of stakeholders up to C-suite
• A flexible approach and positive attitude
• attention to detail
• able to work independently or collaboratively as part of a team

Trade

• management
• Management

Earnings for position manager

Current offers for the position:

Responsibility

• support in the delivery of the CFS business plan and objectives
• attend, as directed, all appropriate market seminars and conferences to ensure knowledge is up to date
• conducting regular reviews to check the accuracy and quality of employees’ work
  Show more +30
• understand market trends in relation to personal injury claims, sharing information, strategies, procedures, and processes accordingly
• work alongside external suppliers and service providers to ensure all aspects of personal injury claims are handled efficiently and effectively
• deal with all employee issues including monitoring absence and conducting disciplinaries
• assist the recruitment process
• assist with the training of new recruits, or re-training of current employees when required
• keep up to date with industry developments and technologies and implement, where agreed, those that may support improved efficiencies, claims journey and overall indemnity spend, in relation to all personal injury claims
• ensure that all change is appropriately identified, captured, and embedded within the PI Claims team, including SLAs, monitoring and controls
• play a part in interpreting legislative and regulatory changes, assessing the wider impact on business procedures and assist in designing solutions to ensure compliance with externally driven timeframes
• manage the delivery of objectives, SLAs and KPIs for the Claims Fraud Technical Coaching team whilst supporting the department reach their objectives
• working alongside the PI Claims Manager identify any changes required to procedures, handling strategies and process maps
• provide guidance and support to the Claims Fraud Investigators, Claims Fraud Technical Coaches with any queries and technical development requirements
• effectively lead problem solving activities using First Central methodology and monitor dept performance
• delivering coaching and feedback to the team to achieve KPIs and SLAs, and conducting regular performance reviews and 1-2-1s; including probationary reviews and annual appraisals
• working alongside the leadership team, Senior technical handlers and Sustain agent on process improvement and procedures
• act as Subject Matter Expert to support and deliver new/existing projects and initiatives which will ensure the teams are proactive in the management of claims handling approaches
• to drive continuous improvement of the Claims Fraud Coaching Team
• lead small projects within the team, ensuring stakeholders are appropriately included and deliverables and milestones are met
• act as lead in implementing agreed claims handling and KYO strategies within personal injury claims to ensure indemnity spend is controlled and managed within forecast budget and inflation
• ensure compliance with company and other relevant standards and regulations
• have input into and manage departmental procedures and drive improvements in processes, controls, and systems. To support governance of the departments procedures and ensure appropriate control measures are in place
• any other reasonable duties
• to include liaising with suppliers and the market to identify new strategies and initiatives
• work with Insight team on understanding MI, attend Performance Monthly Insight meetings
• to provide monthly reports on quality performance, training delivery and needs as well as process adherence
• ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations always
• ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
• highlight to the PI Claims Manager any issues observed in other areas of the business that may affect the department
• to be responsible for ensuring audit and coaching/development sessions are delivered on time and that referrals are completed in line with the agreed SLA and to a high standard
• to support the governance of all Claims Fraud strategies
• ensure that PI Claims handlers are aware of their responsibility to identify and report risks

Requirements

• excellent communication skills, both written and verbal
• excellent communication skills, both verbal and written
• presentation and coaching skills
  Show more +32
• excellent time management and organisation skills
• influencing and negotiations skills
• excellent stakeholder management skills
• good Time Management and organisational skills
• strong leadership and people management skills with the ability to motivate employees in a high pressurised environment
• strong practical experience in handling and managing all aspects of personal injury claims ideally up at £100k as a minimum
• problem Solving skills with the ability to adopt a logical approach to solving problems
• strong counter fraud experience
• good commercial awareness
• desirable to have held a senior / lead technical handling role previously within motor claims
• leadership experience
• good Numeracy Skills
• cert CII or ACFS/ACFTECH qualified
• detailed understanding of the end to end Motor claims journey and associated processes
• competent IT and software skills
• experience in coaching and leading a team
• good understanding of claims cost management and containment
• experience in leadership methodologies
• knowledge of continuous improvement practices
• experience of performance management
• expert knowledge of all aspects of motor claims management
• people first
• experience in disciplinary procedures
• always
• good understanding of the business objectives
• experience of setting objectives
• knowledge of FCA requirements
• we’re passionate about our colleagues and know the best people deserve an extraordinary working environment
• we owe it to them so that’s what we offer
• our workplaces are energetic, inspirational, supportive
• to get a taste of the advantages you’ll enjoy
• what can we do for you?

Current offers for the position: