Head of Claims

Oxbow Resourcing are working on an exclusive basis with an Insurance intermediary who offers Insurance Backed Guarantee policies to Installers in the Glazing industry. Insurance Backed Guarantee Policies are provided to Customers upon completion of new doors, windows or conservatories. They are in place to offer Customers cover for any issues with their glazing in the event that their Installer ceases to trade. Their small Claims team provides customers support in their time of need and they are looking for a highly motivated and experienced individual to lead this function. This is a pivotal role within the organisation, offering the opportunity to shape and enhance the claims’ function and ensure positive outcomes for their customers.

Role Overview: The Head of Claims Operations will be responsible for the strategic and operational leadership of the claims team, including the effective management of customer complaints. The successful candidate will directly manage and support a small team of approximately 8 handlers and ensure the efficient, fair, and compliant handling of all claims and complaints, maintaining high standards of customer service and adherence to regulatory requirements.

Key Responsibilities:

• Develop and implement effective claims strategies and operational processes.
• Lead, manage, and mentor the claims team, fostering a culture of continuous improvement and personal development.
• Drive efficiencies and automation in claims and complaints workflows, leveraging technology and data analytics to enhance reporting and performance monitoring.
• Work with Compliance, Finance, and Underwriting services to embed effective risk controls and change management frameworks within the business.
• Ensure claims are handled in accordance with FCA regulations and internal policies.
• Oversee the process for managing and resolving customer complaints fairly and efficiently, in line with regulatory requirements.
• Provide advice and support to the team, acting as the key point of referral for all claims and complaint matters.
• Act as the point of contact for Suppliers, Underwriters and the FOS.
• Conduct monthly quality assurance through call and file monitoring, providing feedback, coaching and support to handlers.
• Monitor and analyse claims and complaints performance, utilising data to identify trends and implementing proactive measures to enhance efficiency, accuracy, and customer satisfaction.
• Maintain strong relationships with key stakeholders, including customers, underwriters and third-party suppliers.
• Contribute to the development and maintenance of relevant claims and complaints documentation and reporting.
• Ensure adherence to service level agreements and quality standards.
• Participate in strategic planning and contribute to the overall success of the group.
• Be an advocate and Ambassador of the business and wider group, promoting the work of the team.

Candidate Profile: The ideal candidate will possess:

• Proven experience in a senior claims management role within the UK insurance market.
• A track record in implementing and improving claims and complaints processes and systems.
• A thorough understanding of FCA regulations and handling best practices.
• Demonstrable leadership and team management skills.
• Strong analytical and problem-solving abilities, with a focus on customer outcomes.
• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.
• Effective influencing skills and a collaborative team working approach.
• Strong communication and presentation skills, including to senior internal and external stakeholders and in formal settings such as Board meetings.

Why Join? This is an excellent opportunity for someone who wants to make a difference, help the business establish best practice claims and complaints operations and ensure they consistently provide good outcomes for customers. They offer a supportive and collaborative work environment, and as Head of Claims, you will play a key role in ensuring positive experiences for both customers and staff.