Claims Manager

Claims Manager

An exciting opportunity is available for a Claims Manager to join the Customer Service team. The Claims Manager plays a pivotal role in ensuring the prompt issue and recovery of invoices issued for repairs to Northern Powergrid’s assets, and the prompt resolution of claims against the business for alleged damage to other utilities and local authorities’ assets.

This individual will lead a team of Litigation Co-ordinators, a Senior Litigator, Team Leader and Administrators, ensuring processes and systems are running in line with internal targets and external obligations. The role is responsible for driving customer excellence, recognising achievements, and ensuring consistent, high-quality outcomes. The position will be based in our Leeds office and will be leading a dedicated team committed to achieving and sustaining a 10/10 standard across the business.

Benefits

Along with a competitive salary between £42,500 - £47,500, we also offer great benefits such as:

• Up to 10% Performance Bonus
• 25 days holiday plus bank holidays and the ability to trade holidays as tenure increases
• Excellent opportunities for career growth
• Enrolment into our pension scheme

Key Responsibilities

• Demonstrate inspirational leadership, setting clear direction for the team, ensuring the team is motivated to deliver a 10/10 service to both external and internal customers.
• Lead and support new initiatives that will improve the service we provide to our stakeholders whilst enabling us to work more effectively.
• Drive employee engagement making sure the team feel valued and have the opportunity to work in an environment that is conducive to delivering great customer service. Support development opportunities that will grow the skills of the team and create a talent pipeline.
• Manage the performance of direct reports through performance objectives, day to day leadership and management, tailored coaching, and support, regular 1:1 meetings and meaningful conversations to ensure efficient processing of Claims by and against the business.
• Manage and monitor the performance of external solicitors where instructed on claims by and against the business and mitigate costs against the legal fees budget. Instruct the solicitors on technical, legal or quantum issues relating to outsourced claims to facilitate the litigation process.
• Ensure effective governance and management of business risk through the operation of robust processes and controls in line with Policies, Codes of Practice and relevant legislation such as NRSWA 1991, ESQC 2002 Regulations, GDPR, ISO27001.
• Preparation of metrics that measures the department’s performance to identify trends and implement corrective measures.
• Manage the administration of the Claims Management System and user access permissions.
• Recommend and approve cancellation/write offs in line with delegations of authority.
• Approve payment of services and damages in line with delegations of authority.
• Support the company’s response to Major Incidents and manage colleagues out of hours support.