Customer Claims Manager- Travel

We are seeking a dynamic Claims Manager to lead and inspire our Travel Claims department. This leadership role is critical in driving performance, delivering exceptional customer service, and ensuring that we consistently meet and exceed performance targets and KPIs. You will report directly to the Head of Travel Claims and play a pivotal role in shaping the future of our service delivery.

Key Responsibilities

• Lead & Inspire: Manage and develop a high-performing team, fostering a culture of collaboration and excellence to ensure outstanding customer experiences.

• Leadership & Coaching: Manage, mentor, and support Team Managers to achieve operational excellence and meet performance targets.

• Strategic Claims Management: Ensure claims processes align with business objectives, delivering on SLAs and KPIs while managing claims costs.

• Collaboration & Communication: Lead monthly performance and departmental meetings, ensuring proactive feedback and clear communication across the team.

• Motivation & Development: Coach and develop Team Managers, maintain up-to-date training records, and identify opportunities for improvement. Implement Personal Development Plans (PDPs) to support career growth.

• Drive Results: Ensure the team meets and exceeds business objectives by focusing on quality, efficiency, and continuous improvement in all claims activities.

• High-Performance Culture: Foster an environment where employees are motivated to collaborate, align with the company’s Vision and Mission, and deliver exceptional outcomes.

• Resource Planning & Efficiency: Strategically plan resource allocation, including overtime management, to maintain performance and meet KPIs.

• Problem-Solving & Support: Provide expert guidance on complex claims, ensure swift resolution, and manage escalated claims to ensure timely and fair resolutions.

Additional Information

• On-Call Requirement: Flexibility to be on call as required due to the nature of the role.

About You

We are looking for a dynamic, results-driven leader who brings the following qualities:

• Education: GCSE (or equivalent) in English & Maths.

• Strong Communication Skills: Confident in engaging with clients, customers, and suppliers.

• Tech-Savvy: Proficient in MS Word & Excel.

• Regulatory Awareness: Familiarity with FCA guidelines.

• Resilient & Adaptable: Thrives in a fast-paced environment under pressure.

• Leadership Excellence: Proven experience in leading large claims teams and driving performance.

• Strategic Thinker: Ability to balance short-term priorities with long-term objectives.

• Experienced Professional: A seasoned Claims Manager with a strong track record of success.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates