About the role
Job Description
Deputy Claims Handler To support the Team manager and cover for annual holidays, along with working claims daily. Being the floating within the claims team, along with monitoring and updating all complaints.
Key Responsibilities:
* Lead and inspire the team to deliver outstanding customer service representing the business. * Drive team performance while ensuring compliance with all necessary regulations, including FCA policies. * Monitor, coach, and develop team members, document all coaching completed. * Achieving business goals and targets keeping within SLA. * Oversee the operational performance within the claims team. * Resolve issues that arise. * Monitor performance using data and analyse the information identifying trends. * Identify and implement continuous improvement opportunities. Review and improve processes, procedures and SOPs to improve performance. * Managing and maintaining internal relationships with Regional Claims Managers and Project managers, ensuring claim-related matters are managed effectively and efficiently * Managing and tracking the internal operational reporting of claim-related matters, complaints, and follow-up where necessary with customers.
Other Duties
* Complete RTW, when manager is out of the business. * Performance management plans (PSP) * Allocating of emails to ensure we are working in priority order. * Completing case review for Clients. * Conduction call Quality monitoring checks. * Taking escalated customer calls. * Completing Monthly MI for our clients. In Managers absence. * Reports, New Instructions, complaints, NPS, outstanding reports. * Supporting the team working claims when needed. * Completing all Final invoice Emails. * Training of staff.
Additional Information
MEL Environmental Solutions Ltd offers comprehensive pollution response services tailored for the insurance sector. They specialise in managing pollution incidents that pose serious risks to the environment, drinking water supplies, and public health. Their expertise is trusted across various industries, including finance, insurance, petrochemicals, and the Ministry of Defence.
Adler and Allan are committed to fostering diversity and inclusion in our workplace. We proudly embrace equal opportunities for all applicants, regardless of race, colour, religion, sex, sexual orientation, gender identity or national origin. If you require any support with your application, whatever the circumstance, please let us know.