PI Technical Claims Team Leader

• Insurance industry experience, specifically within Personal Injury
• Previous team leadership experience
• In-depth understanding of FCA requirements, claims auditing, and performance reporting
• Excellent verbal and written communication skills with a logical, proactive approach to resolving complex issues

• Ensure delivery of the Third Party business plan and PI targets
• Provide regular reports to the Head of Personal Injury Claims on the status of KPIs and SLAs
• Assist the Claims department with any queries and handle more complex claims where appropriate
• Ensure potential fraudulent claims are identified and referred as per documented procedures
• Manage, motivate and lead a group of handlers
• Conduct regular audit reviews to check the accuracy and quality of employee's work
• Deliver coaching and feedback to the team to achieve KPIs and SLAs, and conduct regular performance reviews, including probationary reviews and annual appraisals
• 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
• Develop and manage departmental procedures specifically in relation to PI, and drive improvements in processes, procedures and systems
• Ensure all Technical Claims Negotiators are compliant with Consumer Duty principles when liaising with customers and handling claims, and ensure own personal compliance with Consumer Duty principles
• Ensure that all new claims files are reserved accurately and promptly within our reserving philosophy
• Process and authorise checks on claims files as required and in accordance with your authorities
• Work closely with other teams and departments to ensure consistency and best practice
• Ensure compliance with company and other relevant standards/regulations at all times (including Consumer Duty)
• Any other reasonable duties as required

• Extensive motor personal injury claims experience
• Experience of managing a team of employees
• Experience of claims reporting management of ACPC
• Solid experience of auditing claims files Solid understanding of all aspects of motor claims handling and specifically with regards to OIC and MOJ Portal reforms
• Excellent knowledge of FCA requirements (including Consumer Duty) and the regulatory framework relating to claims
• Solid understanding of the business objectives and operations delivery

• Excellent communication skills, both verbal and written
• Negotiation and influencing skills
• Good time management and organisation skills with the ability to prioritise work
• Strong leadership and people management skills with the ability to motivate employees in a high-pressurised environment
• Problem-solving skills with the ability to adopt a logical approach to resolving problems
• Strong customer service skills
• Good numeracy and literacy skills
• Computer literate

• Commercially focussed
• Self-motivated and enthusiastic
• Embrace, embed and incorporate the Company Values
• Takes initiative to make decisions
• An organised and proactive approach
• Emphasis on attention to detail and accuracy
• Able to work on your own initiative and as part of a team
• A flexible approach and positive attitude
• Confident in presenting complex information in a clear and concise manner
• Strives to deliver performance targets and drive business improvements to contribute to the success of the business

First Central Insurance & Technology Group