Claims Coordination Team Leader

Job Posting End Date: October 06

Who Are We?

We’re a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we’re on a collective mission to help the working world thrive.

The Role

What will you be doing?

Purpose: To proactively manage and develop the Claims Coordination team to ensure that performance targets and objectives are achieved to deliver a market leading service proposition to enhance the customer experience. To deputise for the Claims Administration Manager as required.

What will you bring?

Key Accountabilities:

• Manage individual and team performance to ensure that they are capable and competent, exercising performance management consistent with corporate policies and procedures through the Performance management process.
• Directly manage, lead and coach the team through their step pay, with the support of Claims Trainers and QA, to ensure they gain competence, and their development needs are proactively identified and addressed.
• Ensure appropriate training and development plans are in place to support individuals to develop into the role and complete the step pay process.
• Plan accordingly within the team to meet customer expectations, volume demand, quality and agreed service levels including identifying tools, resource and support required.
• Utilise appropriate resources to deliver the service proposition within the team, contributing to higher levels of customer experience measured through CSAT and feedback.
• Deputise for the Claims Administration Manager as required.
• Support the accurate and timely risk management of extended duration claims and the delivery of agreed customer service levels, with appropriate investigations and support.
• SME for all coordination team processes and utilise own extensive knowledge to enhance knowledge levels and skill sets within the team resulting in a strong technical culture.
• Collaborate with the other Team Leaders and Deputy Managers to meet customer expectations and service level agreements at department level.
• Utilise an effective framework and Management Information (MI) to assess progress against performance for individuals, team and customers including monitoring training and competency measures and results.
• Responsible for the completion of quality checks and reviews of telephone calls and enquiry communications to identity opportunities where the customer experience and individual performance can be improved.
• Complete relevant reporting in a timely manner and ensure that subsequent actions are completed accurately and timely.
• Assist Claims Admin Manager in delivering actions to support continuous process improvement and the company strategy.
• Proactively support the Claims Admin Manager in effectively resolving complaints in line with corporate guidelines.
• Develop successful internal relationships to support the processing of relevant work in line with customer expectations.
• Take responsibility for own development by actively seeing opportunities to improve own performance, engaging with the Performance Experience process and ensure your agreed Personal Development Plan is managed.
• Ensure personal and team compliance with all regulatory requirements including Health & Safety, Data Protection, Money Laundering, Internal Audit and Risk and control requirements.
• Ensure the continued protection of Unum’s information, by following all applicable Information Security policies and procedures and by reporting suspected weaknesses in information security controls to the Information Security Officer.
• Understand how Conduct Risk, Treating Customers Fairly, Consumer Duty, Risk Management and Solvency II Systems of Governance relate to both the role and the divisional activities and highlight any opportunities for improvement.
• Comply with Unum’s Code of Conduct and other Company policies and procedures as appropriate.
• Live the Unum Leadership Expectations and values.

Required Knowledge And Skills:

• Proven experience in working within a customer services environment with a strong service culture.
• Excellent communication skills.
• Proven experience in Coaching and developing people.
• Strong relationship skills including stakeholder management.
• Ability to demonstrate strong problem-solving skills, initiative and decision-making ability.
• Proven working knowledge of Income Protection
• Demonstrated experience within the Financial Services sector, ideally within a Group Risk environment.
• Knowledge of the Group Risk/Financial Services marketplace.

Why Join Us?

At Unum, we’ve created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life.

We’ve built a supportive, inclusive environment where you can be yourself, whilst also being part of a growing organisation. From charity and volunteer opportunities to career growth, your possibilities are endless.

If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to careers@unum.co.uk.

Company:

Unum UK