We have an exciting opportunity for a talented and ambitious individual to join our dedicated Domestic Adjusting team as an Operations Manager, based in the Kent area. While we support flexible working, the role requires attendance at one of our offices (Head Office, London Fenchurch Street, or Redhill) for one or two full days per week. Individual requirements will be discussed during the interview process.
Our domestic adjusting team typically handles claims up to £100k. Each adjuster collaborates with a designated adjusting executive and is part of a larger regional team. Claims are assigned based on experience and technical ability, with each claim assessed for complexity before allocation.
As an Operations Manager, you will drive performance and ensure your team of loss adjusters and their technical support continue to deliver exceptional customer care, quality, and service for our insurer clients. You will also support your team to help them meet standards and achieve their career goals.
Key Responsibilities:
Mentor, train, and develop all direct reports.
Ensure your team meets targets for client service, technical reporting, and quality.
Promote and deliver our goal of making claims easy for everyone.
Understand and deliver excellent customer care, identify vulnerable customers, and ensure compliance with the Consumer Duty Act 2023.
Meet financial targets for your team and influence financial outcomes.
Conduct progressive performance meetings with your team.
Ensure compliance with all company processes and procedures.
Liaise with insurer clients and understand their bespoke requirements.
Build effective working relationships with internal customers and suppliers.
Essential Requirements:
Experience handling property insurance claims.
Strong desire and ability to deliver excellent customer service.
Proven management skills and the confidence to lead a high-performing team handling complex claims.
Excellent written and verbal communication skills.
Competent IT skills with the capability to maintain and work from electronic files to a high auditable standard.
Strong organisational skills and the ability to prioritise workload under pressure.
Clear and appropriate communication with colleagues, understanding, and satisfying their needs.
A proven track record in managing a high-performing team and delivering excellent service and results is advantageous. However, we will provide first-class training to support you in reaching your full potential.