PI Technical Claims Team Leader

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

Are you an expert in motor claims with a strong grasp of personal injury and MOJ Portal processes? Do you thrive in leadership roles, inspiring and guiding high-performing teams? Are you confident navigating regulatory frameworks and auditing practices, with a sharp eye for compliance? If you're also a clear communicator and natural problem-solver who enjoys tackling challenges head-on, this could be the perfect opportunity for you!
 

We’re looking for PI Technical Claims Team Leader to join our Personal Injury team in our Salford Quays, Manchester office.

In this role you’ll supervise a team of PI Technical Claims Negotiators to ensure all claims are resolved within a reasonable time period, in accordance with Company policies and procedures. In addition to this, you’ll support delivery of the claims business plan through ensuring the team achieve their SLAs.

We’re all about people and we’re passionate about continuous improvement, so you’ll share your thoughts with the team to continually progress our methods and team knowledge.

Developing the best talent means a lot to us too. You’ll play a vital part in attracting junior colleagues and other talent into the company, supporting them on their journey.

Core skills we’re looking for to succeed in the role:

• 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

What’s involved:

• 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

Experience & knowledge

• 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

Skills & qualifications

• 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

Behaviours

• 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

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We’ve received some great feedback from colleagues on Glassdoor. Don’t believe us? Check out our reviews for yourself!

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.