National Manager - Complex claims and Private Clients

Excellent opportunity for an experienced leader with a complex claims and private client background to lead and manage our complex and private client product and team.

GHG is a UK loss adjusting company with its Head Office in Southampton, Hampshire. We provide high quality solutions to claim situations. Trading for over 25 years and now private equity backed, we have earned a reputation for quality domestic and commercial loss adjusting with specialisms in subsidence, property, liability and high net worth claims.

The company takes pride in the quality, experience and passion of its staff. This is reflected in the reputation we have earned, with a loss adjusting product that has been developed and refined and has been consistently rated as "Excellent" in external client audits.

The Role

The role of the National Manager – Complex claims and Private Clients is a position to support the overall development and delivery of the private client and high net worth team. To maximise efficiency, quality, service and profitability.

What will you be responsible for:

• You will be responsible for supporting the Head of Property with allocation of work throughout the team, compliance with service level agreements, the quality of the GHG product, team productivity and fee income.
• Responsible for leading and managing a team of Private Client Adjusters circa 7-9, setting performance objectives and ensuring company service delivery adhered to
• To assist with recruitment, train, provide guidance and support to employees, enabling them to maximise their potential in meeting a variety of demands.
• To act as a technical referral point across their team. To coach, inspire and develop technical excellence.
• To support Head of Property in identify and proactively address employee issues, such as performance and day to day needs to ensure highest levels of service delivery resulting in excellent customer satisfaction.
• To keep technical skills and knowledge up to date and in busy times undertake a small caseload to remain akin to live issues.
• To work collaboratively with the other Head of Departments, Customer Support Team and other business units; to identify opportunities for improving the End to End claims process and achieve highest levels of customer satisfaction
• To support and develop and manage operational efficiency to provide the best quality service whilst maximizing returns.
• Deal with HNW / MCL claims on request (likely no more than 5 new claims pcm).
• Responsible for shadow visits, audit, QA etc
• To develop, manage and maintain relations with internal and external parties to ensure customer demands are met fully.
• To promote the company ethics and values, focus on what matters to the customer and promote client’s insurance brands.

Primary Responsibilities

• Arranging allocation of workloads
• Monitoring performance of your team members
• Ensuring quality of the GHG Property product
• Ensuring adherence to the principles of the GHG Property product
• Ensuring regular, accurate appropriate invoicing of all files. Well-developed and effective written and verbal communication skills, to articulate complex issues
• Identification and delivery of training needs and requirements for team and clients
• Supporting client relationship management.

What we need from you:

• Qualifications – Appropriate Insurance Qualification / Approved Chartered Status
• Experience – Minimum of five years’ relevant work experience in role. Full / clean driving license –
• Qualities and Attitude: Good technical skills and problem-solving ability to recognise difficulties and take proactive measures to overcome problems. A desire to lead a team providing a quality and detailed product. Be interactive, personable, self-motivated with the ability to motivate others.
• Product Knowledge – Extensive Property experience from peril and all risks policies and dealings with HNW Clients

What we offer you in return:

• Discretionary company bonus
• Car Allowance or company car scheme
• 25 days annual leave, plus additional one day for your birthday
• 5 % Contributory Pension
• Private Health Care
• Access to 24/7 GP helpline
• Cycle to work Scheme.
• Death in Service
• Long service Awards
• Lifeworks App
• EAP
• Enhanced maternity, adoption, paternity and sick pay
• Electric Vehicle scheme (after induction)
• Career development and progression opportunities
• We care about our employees’ opinions and have an employee forum to implement ideas and initiatives to make us a great place to work.