At a Glance
- Tasks: Lead a dynamic team to manage claims and ensure top-notch customer service.
- Company: Join Northern Powergrid, a leader in the energy sector with a focus on excellence.
- Benefits: Enjoy a competitive salary, performance bonuses, and generous holiday allowances.
- Other info: Great opportunities for career growth in a supportive and engaging environment.
- Why this job: Make a real impact by driving customer satisfaction and leading innovative initiatives.
- Qualifications: Experience in claims handling and strong leadership skills are essential.
The predicted salary is between 42500 - 47500 £ per year.
An exciting opportunity is available for a Claims Manager to join the Customer Service team. The Claims Manager plays a pivotal role in ensuring the prompt issue and recovery of invoices issued for repairs to Northern Powergrid's assets, and the prompt resolution of claims against the business for alleged damage to other utilities and local authorities' assets. This individual will lead a team of Litigation Co-ordinators, a Senior Litigator, Team Leader and Administrators, ensuring processes and systems are running in line with internal targets and external obligations. The role is responsible for driving customer excellence, recognising achievements, and ensuring consistent, high-quality outcomes. The position will be based in our Leeds office and will be leading a dedicated team committed to achieving and sustaining a 10/10 standard across the business.
Along with a competitive salary between £42,500 - £47,500, we also offer great benefits such as:
- Up to 10% Performance Bonus
- 25 days holiday plus bank holidays and the ability to trade holidays as tenure increases
- Excellent opportunities for career growth
Key Responsibilities:
- Demonstrate inspirational leadership, setting clear direction for the team, ensuring the team is motivated to deliver a 10/10 service to both external and internal customers.
- Lead and support new initiatives that will improve the service we provide to our stakeholders whilst enabling us to work more effectively.
- Drive employee engagement making sure the team feel valued and have the opportunity to work in an environment that is conducive to delivering great customer service.
- Support development opportunities that will grow the skills of the team and create a talent pipeline.
- Manage the performance of direct reports through performance objectives, day to day leadership and management, tailored coaching, and support, regular 1:1 meetings and meaningful conversations to ensure efficient processing of Claims by and against the business.
- Manage and monitor the performance of external solicitors where instructed on claims by and against the business and mitigate costs against the legal fees budget.
- Instruct the solicitors on technical, legal or quantum issues relating to outsourced claims to facilitate the litigation process.
- Ensure effective governance and management of business risk through the operation of robust processes and controls in line with Policies, Codes of Practice and relevant legislation such as NRSWA 1991, ESQC 2002 Regulations, GDPR, ISO27001.
- Preparation of metrics that measures the departments performance to identify trends and implement corrective measures.
- Manage the administration of the Claims Management System and user access permissions.
- Recommend and approve cancellation/write offs in line with delegations of authority.
- Approve payment of services and damages in line with delegations of authority.
- Support the company's response to Major Incidents and manage colleagues out of hours support.
Experience:
- Experience in leading, developing and inspiring a multi disciplined operational team
- Dealing with IT/business process changes
- Strong written and verbal communication skills
- Highly organised with the ability to prioritise effectively
- Analytical skills with the ability to understand and interpret data
Essential Qualifications & Experience:
- Experience of Claims/Complaint handling
- Ability to challenge, influence and support key stakeholders
- Experience in leading, developing and inspiring a multi disciplined operational team
Desirable Qualifications & Experience:
- Knowledge of Electrical Distribution Network
- Knowledge of Civil Procedure Rules
- A Levels / relevant University Degree
In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers premises. Consequently, as this role may involve visiting and entering our customers premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in our application if you are content for this check to be completed.
Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.
Claims Manager in Leeds employer: Northern Powergrid
Northern Powergrid is an exceptional employer, offering a dynamic work environment in Castleford or Shiremoor, where employees can thrive while contributing to the electricity network that powers millions of homes and businesses. With a competitive salary, annual bonuses, and a strong focus on employee development, we foster a culture of innovation and collaboration, empowering our analysts to turn complex data into actionable insights that drive performance improvements. Join us to be part of a team that values your contributions and supports your professional growth in a meaningful industry.
StudySmarter Expert Advice🤫
We think this is how you could land Claims Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern Powergrid. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Northern Powergrid before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Claims Manager in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Northern Powergrid:Your cover letter is your chance to shine! Tell us why you want to work at Northern Powergrid specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Northern Powergrid!
How to prepare for a job interview at Northern Powergrid
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
