Claims and Customer Service Manager in Mansfield

The Role

This is a key management position responsible for overseeing the day-to-day operation of our Claims Administration and Customer Service departments.

Reporting directly to the senior management team, you will lead a team responsible for managing new and existing work instructions, coordinating engineer and surveyor appointments, monitoring claims progression, resolving customer complaints and ensuring the highest standards of customer care.

You will also play an important role in improving operational processes, developing your team and supporting the company's continued growth.

Key Responsibilities

Leadership & Team Management

• Lead, motivate and develop the Claims Administration and Customer Service teams.
• Create a positive, collaborative and high-performing working environment.
• Set clear objectives, monitor performance and conduct regular performance reviews.
• Identify training needs and deliver coaching and development to improve individual and team performance.
• Deliver toolbox talks and procedural training where improvements are required.
• Monitor departmental KPIs and drive continuous improvement initiatives.

Claims Operations

• Oversee the administration of all new and existing work instructions from initial receipt through to completion.
• Manage the scheduling and coordination of surveys, site visits and restoration appointments.
• Ensure claims are progressed efficiently, accurately and in line with company procedures.
• Maintain excellent relationships with insurers, loss adjusters and other key stakeholders.
• Monitor workloads and resource allocation to maximise operational efficiency.
• Produce regular management reports covering claim volumes, service performance, KPIs and operational trends.

Customer Service & Complaints

• Lead the delivery of exceptional customer service throughout the claims journey.
• Manage all customer complaints from initial receipt through to resolution.
• Ensure complaints are investigated thoroughly, resolved professionally and accurately documented.
• Communicate effectively with customers, keeping them informed throughout the resolution process.
• Analyse customer feedback to identify recurring issues and implement service improvements.
• Work closely with operational managers to continually enhance the customer experience.

Financial & Commercial Responsibilities

• Support the accurate processing of job costs and work schedules.
• Monitor Work in Progress (WIP) values and ensure accurate reporting.
• Identify discrepancies in costing and work progression, ensuring corrective action is taken.
• Work with operational teams to maximise cost recovery and minimise financial risk.
• Identify opportunities to improve efficiency while maintaining excellent service standards.

Compliance & Operational Excellence

• Ensure all departmental activities comply with company procedures and industry standards.
• Promote compliance with Health & Safety legislation and company policies.
• Support Business Continuity Planning and operational surge planning during periods of increased demand.
• Work alongside senior managers to improve workflows, systems and business processes.
• Support the implementation of new technology and process improvements across the department.

About You

We are looking for an experienced people manager who combines exceptional organisational skills with a genuine passion for customer service and operational excellence.

Essential

• Previous management experience within a busy administration, claims or customer service environment.
• Proven ability to lead, motivate and develop high-performing teams.
• Strong customer service background with experience managing customer complaints.
• Excellent organisational and workload management skills.
• Strong communication and relationship-building abilities.
• Experience producing operational reports and analysing performance data.
• Excellent IT skills, including Microsoft Office and business management systems.
• Ability to work under pressure while managing multiple priorities.

Desirable

• Experience within insurance claims, property restoration, construction or facilities management.
• Knowledge of Work in Progress (WIP) management and operational reporting.
• Experience working with insurers, loss adjusters or property-related claims.
• Experience leading business improvement or process optimisation projects.

Personal Attributes

The successful candidate will demonstrate:

• Strong leadership and people management skills.
• Excellent problem-solving and decision-making ability.
• Professionalism, integrity and accountability.
• A calm and resilient approach in a fast-paced environment.
• Outstanding customer focus and attention to detail.
• Commercial awareness with a continuous improvement mindset.
• The ability to build strong relationships with customers, colleagues and external stakeholders.

What We Offer

• Competitive salary (dependent on experience)
• Company pension
• Ongoing training and career development
• Supportive and collaborative working environment
• Opportunity to influence business improvement and operational strategy
• Employee engagement activities and team events