Claims Technical Coach

You'll be supporting and implementing our Technical objectives to improve claims handling performance through both coaching and delivering initiatives. Your mission? To drive improved performance of our claims handling performance. This role is dual-aspect in that 50% of the time will be dedicated to coaching claims handlers to improve their claims knowledge and capability. The other 50% is spent supporting the Technical Team to deliver new initiatives, maintain and update claims handling guidance and keep us on top of all things technical. The go-to person for advice - you coach, you innovate! You've got the skill for guiding others through the claims journey. Plus, there's an improvement that can be made? Great - you will be the one that can make that happen - always finding better ways to make things work in a claims process. Core skills we're looking for to succeed in the role: Communication: Clearly convey ideas and feedback. This includes both verbal and non-verbal communication, ensuring your message is understood and well-received Motor claims: You've handled all sorts of tricky situations and know the twists and turns of the claim's world Data analysis: Ability to analyse claims data to assess process adherence and effectiveness and make necessary adjustments Attention to detail: Meticulously reviewing, processing, and verifying claim information to ensure accuracy and compliance We love flexibility and hybrid working - we offer 4 days work from home and 1 day in the office (after a 3 month probation period - subject to your performance) - but if you prefer to be in the office more, that's good with us. What's involved:

• Support the delivery of Claims Technical continuous improvement initiatives, tactics and strategies through concept, research and analysis, pilot and transition to business as usual (BAU) as appropriate.
• Providing updates to key-stakeholders and relevant business areas regarding any potential claims handling process changes.
• Provide excellent technical support to the Claims Handlers/Negotiators, via Microsoft Teams or face to face, by being first point of contact for process and technical questions.
• Ensure claims handling being carried out by the Claims Handlers/Negotiators is to a high standard and processes are adhered to and claims are accurately reserved.
• Undertake periodic claim reviews on Claims Handler/Negotiators and to ensure tactics/strategies and handling guidance is being adhered to as well as identify areas of knowledge or development that may be required.
• Conduct monthly coaching sessions, one to one, with the Claims Handlers/Negotiators and provide feedback, remedial actions and discuss continued development.
• Support the Performance team in identifying and driving improvements in claims leakage, through the subsequent coaching and feedback sessions with the Claims teams and handlers.
• Provide high quality written referral responses to support the progression of the Claims Handlers/Negotiators technical development.
• Support Customer relations on ensuring good outcomes are delivered in relation to Claims complaints.
• Support the creation, development of and maintenance of Claims Technical training material ensuring it is in line with First Central current best practices and all relevant legal frameworks.
• Update and maintain claims handling guidance documentation including but not limited to Claims Handling Procedure Manuals and Core Process Maps.
• Deliver and/or support the delivery of Claims Technical training modules as required to a high standard to new starters to the department and existing members as and when is required.
• Hold litigation review meetings with the Claims Handlers/Negotiators at key points during the litigation process including sign-off of agreed course of action.
• Conduct technical audits on external suppliers to ensure a high level of quality service is being delivered whilst also ensuring key SLAs and KPIs are being met.
• Support and/or undertake the audit of Third Party Insurers who use the Subrogation Portal to ensure compliance with the portal agreement and identify any leakage due to non-compliance with "Coles" principles
• Keep up to date with changing and emerging trends in motor insurance market.
• Ensure compliance with Company Policies, Values, Consumer Duty and guidelines and other relevant standards/ regulations at all times.
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times.
  
  Strong motor claims experience.
• Excellent background claims handling of a technical nature.
• Excellent knowledge of motor claims processes and a good understanding of relevant claims related legislation, regulation and FOS outcomes.
• Excellent knowledge of FCA requirements (including Consumer Duty) and the regulatory framework relating to general insurance.
• Experience in delivering coaching, training and feedback.
• Experience in delivering new initiatives., Excellent communication skills, both verbal and written.
• Good time management and organisational skills.
• Negotiation and influencing skills.
• Strong 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, to include Word, Excel, PowerPoint.
Behaviours:
• Customer focussed.
• Passionate about improving processes and finding better ways to do things.
• Passionate about the development of colleagues and providing the necessary support.
• Takes initiative to make decisions.
• Emphasis on attention to detail and accuracy.
• Able to work on own initiative and as part of a team.
• Confident in presenting complex information in a clear and concise manner.
• Self-motivated and enthusiastic.
• An organised and proactive approach.
• A flexible approach and positive attitude.
• Strives to drive business improvements to contribute to the success of the business.
Looking for a new career in claims? Click 'Apply' and let's get this journey started together ... 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.

We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it's the people inside and outside our business that power us. They make us stand out, help us succeed. We're ambitious. We're growing. We've won awards. Looking for a role that's more than just a job? Join us as a valued member of our Claims Technical Department with a vacancy available as a Claims Technical Coach in either Salford Quays, Manchester or Haywards Heath, West Sussex.