To effectively manage and handle claims and customer complaints relating to UK General Underwritten business in line with company, industry standards and regulatory requirements, driving optimal indemnity spend whilst protecting consumer outcomes and experience.  Provide relevant technical claims and complaints training, guidance and support both internally and to outsourced claims providers/suppliers.   The Technical Claims and Customer Relations Manager will consider consumers in all aspects of all activities undertaken to ensure that they are treated fairly and that services offered are appropriate for their needs. 

Main activities and tasks

  • Manage large loss claims and technical claims referrals underwritten by UKG in line with own claims license authority levels and in accordance with relevant binding authorities, ensuring adherence to regulatory requirements;
  • Provide effective oversight and handling of complaints activity in line with Company procedures, ensuring adherence to regulatory requirements;
  • Identify claims and complaints-related initiatives to improve customer experience and to drive optimal indemnity spend;
  • Escalate any underperformance issues within outsourced claims providers/suppliers both externally and internally, with key stakeholders or to committee as required;
  • Achieve own and assist with team agreed objectives and KPI’s as delegated by the Head of Claims and Customer Relations;
  • Implement first line of defence control framework in accordance with Company procedures and assist with its continued development;
  • Identify areas where training and guidance / support is required both internally and/or externally and implement as required;
  • Maintain awareness and apply all relevant regulatory and legal developments which impact on claims handling and procedures and share knowledge internally and externally as required;
  • Deal with claims and complaints enquiries from both internal colleagues and external providers/suppliers in a professional and efficient manner;
  • Assist with implementation of new claims and complaints suppliers and new schemes through provision of technical claims input/advice;
  • Identify root cause analysis of claims and complaints activity to identify service and product improvement activity;
  • Provide regular and accurate reporting of complaints and claims activity in accordance with regulatory and Company requirements;
  • Identify policy wording improvements and effectively liaise with key internal stakeholders to improve product performance and customer experience;
  • Establish and maintain successful client/partner/supplier/insurer relationships, including liaison with insurers;
  • Effectively implement first line of defense oversight of claims providers/suppliers including claims and complaints audits;
  • Assist with coaching / mentoring of colleagues;
  • Assist with other related duties within the business as and when required.

Required skills and experience

  • Significant experience of handling insurance claims under a range of personal lines products with limited supervision;
  • Detailed knowledge and understanding of the regulatory environment, including FCA and application of other relevant requirements in respect of claims/complaints/supplier services;
  • Appreciation, understanding and application of basic insurance principles, preferably with Certificate in Insurance or higher qualification;
  • Excellent understanding of the key influencing factors of indemnity spend
  • Excellent decision-making skills;
  • A good knowledge of Microsoft Office software, particularly Microsoft Excel and Word;
  • Empathy and understanding;
  • Objective approach to problem solving;
  • Excellent verbal and numeric skills;
  • Excellent attention to detail and ability to undertake repetitive or analytical work;
  • Ability to identify and implement improvement activity;
  • Ability to work both as part of a team and under own initiative;
  • Clear and articulate communication skills;
  • Ability to work under pressure;
  • Logical and organised;
  • Excellent organisational skills and ability to deliver within prescribed timescales;
  • Excellent customer focus with passion for delivering customer excellence;
  • Commitment to developing self.

Reporting to

Head of Claims and Customer Relations

Closing date

31 Jul 2018

How to apply

To apply for this vacancy please email your CV and covering letter to

Alternatively, post your application to:

UK General Insurance Limited
Cast House, Old Mill Business Park
Gibraltar Island Road
Leeds LS10 1RJ