PI Technical Claims Team Leader in Manchester

At 1st Central, everything starts with our people. As one of the UK’s leading motor and home insurers, we use smart technology, data and great service to make insurance fast, fair and simple for over 1.4 million customers. We’re proud to create an environment where people feel supported, trusted and able to grow - whether that’s developing new skills, taking on fresh challenges or making a real impact every day.

Are you an experienced motor claims professional with strong personal injury and MOJ Portal knowledge? If you’re a confident leader with a focus on performance, compliance and continuous improvement, this could be the perfect opportunity for you.

We’re looking for a PI Technical Claims Team Leader to join our Personal Injury team based in Salford Quays, Manchester. In this role, you’ll supervise a team of PI Technical Claims Negotiators, supporting the effective resolution of claims in line with company policies, procedures and SLAs. You’ll help drive team performance, share best practice and support colleagues to develop their knowledge and grow within the business.

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

• PI Knowledge: Up to £100,000 including knowledge of MOJ and OIC portals, jurisdiction knowledge preferred but not essential
• Leadership: the ability to motivate employees in a high-pressurised environment
• Negotiation and influencing: confident in negotiating claims outcomes and influencing stakeholders to achieve fair, commercially balanced results
• Organisation: with the ability to prioritise work

Working flexibly, you'll spend the first 3 months in the office full-time for training and support, then hybrid begins with 4 days at home and 1 day in the office. But if you prefer to be in the office more, that's good with us too.

What’s Involved:

• You’ll ensure delivery of the Third Party business plan and PI targets
• You’ll provide regular reports to the Head of Personal Injury Claims on the status of KPIs and SLAs
• You’ll assist the Claims department with any queries and handle more complex claims where appropriate
• You’ll ensure potential fraudulent claims are identified and referred as per documented procedures
• You’ll manage, motivate and lead a group of handlers
• You’ll conduct regular audit reviews to check the accuracy and quality of employee’s work
• You’ll deliver coaching and feedback to the team to achieve KPIs and SLAs, and conduct regular performance reviews, including probationary reviews and annual appraisals
• You’ll deal with all employee issues, including monitoring absence and conducting disciplinaries
• You’ll assist in the recruitment process
• You’ll assist with the training of new recruits, or re-training of current employees when required
• You’ll develop and manage departmental procedures specifically in relation to PI, and drive improvements in processes, procedures and systems
• You’ll 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
• You’ll ensure that all new claims files are reserved accurately and promptly within our reserving philosophy
• You’ll process and authorise checks on claims files as required and in accordance with your authorities
• You’ll work closely with other teams and departments to ensure consistency and best practice
• You’ll ensure compliance with company and other relevant standards/regulations at all times (including Consumer Duty)

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

Ready to join us? We’re looking for talented people who want to make a real impact for our customers, colleagues and business. Apply today and discover where a career at 1st Central could take you.