Job Description:

Claims Manager

Based in Hinckley
Up to £50,000 DOE
5 days on site

We're recruiting for an established and growing professional services business supporting accountancy practices and their clients with specialist advice, services and financial protection. The business has a strong reputation in its market and is committed to delivering an excellent customer experience.

As Claims Manager, you'll take ownership of the day-to-day performance, quality and regulatory compliance of the claims function. You'll lead a team of six Claims Consultants, supporting them to deliver an efficient, professional and customer-focused claims service.

This is a hands-on management role. You'll be a key escalation point for complex claims, oversee approvals and reserves, work closely with the insurance underwriter and ensure claims are handled fairly, promptly and in line with policy terms, FCA requirements and agreed risk appetite.

Key responsibilities:

• Lead, coach and develop a team of six Claims Consultants.
• Oversee the end-to-end claims process, ensuring claims are handled fairly, efficiently and within agreed SLAs.
• Act as the senior escalation point for claims approvals and complex cases.
• Monitor claims reserves and ensure adherence to reserving principles and risk appetite.
• Liaise with insurers, clients, accountancy practices and internal stakeholders.
• Ensure FCA and Consumer Duty requirements are consistently met.
• Monitor team performance, KPIs and MI, identifying opportunities for improvement.
• Drive improvements to processes and the overall customer journey.
• Identify and deliver team training and development requirements.
• Maintain consistently high standards of customer service.

About you

• Minimum 3 years' experience leading a claims team.
• Strong claims and complaints handling background.
• Experience with reserving principles.
• CII Level 3 qualified or above.
• Good understanding of FCA regulations and Consumer Duty.
• Proven experience delivering against KPIs.
• Strong decision-making, organisational and communication skills.
• Confident managing escalations and making commercial decisions.
• A proactive approach with the ability to challenge existing processes and drive improvements.

52114CH

INDHIN

The Portfolio Group are acting on behalf of our client in recruiting for this position.