Job title: Claims Team Manager

Salary: £39,862 - £42,839

Grade: PO2

Hours: 37 hours per week (Full-time)

Contract: Permanent

Location: Leeds City Council – Civic Hall with hybrid working offered.

As Claims Team Manager, you will bring significant experience working in a claims handling environment, together with the ability to manage a small team to deliver successful insurance claims outcomes on behalf of Leeds City Council.

Reporting directly into the Head of Insurance and Claims, you will assist in developing and embedding Claims Handling best practice across the in-house claims team, preparing and delivering training, guidance and coaching to team members.

You’ll be a conscientious, driven and supportive manager, working closely with team members to create a productive team environment.

Leeds City Council is one of the largest employers in the region with over 14,000 employees and we seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As our Claims Team Manager, you will bring to the role:

Ability to demonstrate a practical application of management principles (delegation, motivation, planning, control, and monitoring).
Display a responsible and co-operative attitude as a team leader and member, and a commitment to work towards meeting objectives and key targets.
Experience working with end-to-end Claims Management Software system(s).
Significant experience of handling First/Third-Party claims (ideally for/with a Local Authority – Fast & Multi Track)
Excellent communication skills with the ability to communicate complex issues effectively to a wide variety of audiences, both verbally and in writing.
Drive, enthusiasm and the motivation to improve the efficiency and quality of service
Understanding of insurance principles, different policy classes and wordings
An awareness of current issues and developments facing local government
Commitment to your own professional development as well as the identification of training needs for others.

About the Claims Team Manager role:

The Claims Team Manager will provide day to day management of the Leeds City Council in-house claims handling team.

You will handle your own allocation of significant claims (be that value, complexity, or of a high profile case in the public arena) as well as supervising the processing of claims made against the council including investigation, evaluation and settlement of claims in line with protocols and targets.

You will be able to demonstrate knowledge and application of insurance principles, and different policy classes and wordings, and the ability to lead on the application these in a claims environment. You will participate in the development and embedding of best practice, delivering an audit and inspection regime to ensure the team follows legislation, and providing support and guidance that applies to their work.

You will provide regular Management Information, and liaise with key stakeholders at a senior level within and outside the council on claims related activities.

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements
a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form. Read our guidancefor further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

To give yourself the best chance of being shortlisted for interview, please ensure you describe how you meet the essential requirements for the role, using appropriate examples where appropriate.

If you have any queries or would like an informal chat about the role please contact Jonathan Foster, Senior Head of Internal Audit, Corporate Governance and Insurance. Call – 0113 37 88684or email - Jonathan.Foster@leeds.gov.uk

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

Job Description

Job purpose

Day to day supervision of the Insurance Section in-house claims handling team. Handling of an allocation of significant claims (be that value, complexity, or of a high profile case in the public arena)

Responsibilities

Day-to-day management of the Insurance function in house Claims Team comprising of Claims Handlers and Claims Technicians
To supervise the processing of claims made against LCC including, where relevant, the First Notification of Loss (FNOL), investigation, evaluation, and settlement of claims, in line with relevant internal & external Claims Handling Best Practices protocols and targets.
To supervise the processing of some First Party claims including, where relevant, the First Notification of Loss (FNOL), investigation, evaluation, and settlement of claims, in line with relevant internal & external Claims Handling Best Practices protocols and targets.
To supervise the full/partial recovery of any monies paid out by LCC from any relevant negligent Third Parties/their Agents or Insurers.
Handling of an allocation of significant claims (be that value, complexity, or a high profile case in the public arena)
Management of the Insurance Section Claims email/post scanning in-box(s) and direction of workloads and processes accordingly.
To complete a regular number of claim audits per handler on a monthly basis, providing additional training, guidance, and performance management as needed
To personally deal with complaints made against the Claims Team as a matter of urgency ensuring rectification action is taken as needed as well as providing any additional training, guidance, process changes or performance management, with escalation to more Senior Management as appropriate.
To assist the Head of Insurance and Claims in the procurement of claims related services including re-tenders, contract awards and service monitoring including regular auditing and the preparation and attendance at regular contract management meetings.
To provide routine and ad-hoc Claims Management Information (MI) for budgetary, monitoring, Freedom of Information (FOI) or Subject Access Request (SAR) purposes.
To liaise with Elected Members, LCC Directorates/Departments, insurance companies, loss adjusters, solicitors, legal counsel, and Insurance Brokers etc with regard to claims issues/queries and performance including the progress of individual claims
To be familiar with LCC Insurance Policy cover/claims handling conditions as well as self-funded schemes and ensure compliance.
To respond to queries from officers, members, MPs, Communication Team/media and other internal stakeholders and external organisations and the public on claims issues including providing supporting data and analysis as appropriate.
To deputise for the Head of Insurance and Claims in claims matters as needed.
To prepare training and guidance materials in relation to claims/insurance cover issues and to deliver training to staff. To provide coaching and support to Claims Handlers and Claims Technicians.
To maintain professional development by attending seminars/webinars, monitoring emerging issues etc to ensure awareness of relevant legislative and political developments and engaging in peer discussions/training to claims team staff etc.
For business continuity purposes assist on urgent Insurance matters in the absence of the Head of Insurance & Claims and the Insurance Officer
Provide support and input on the delivery of specific section and/or corporate initiatives, developments and projects as required commensurate with the grade of the post.
Ensure processing of Purchase Orders/payment of claims/claims services related invoices etc in a timely manner.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
May be occasional travel to LCC sites or to attend Insurer/Broker/Panel Solicitor etc seminars/meetings/training events etc.

Qualifications – ideally working towards or has a Professional Qualification (Claims/Insurance related)

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

Demonstrate a practical application of management principles (delegation, motivation, planning, control, and monitoring).
Analyse complex problems and to implement practical solutions.
Provide leadership in the management of change and achieving continuous service improvements including benchmarking, identifying, and capturing efficiencies and taking a measured approach to risk.
Communicate complex issues effectively to a wide variety of audiences from various disciplines and organisations (internal and external) both verbally and in writing.
An awareness of current issues and developments facing local government
Determine priorities and setting and meeting targets and deadlines.
Demonstrate drive, enthusiasm and be highly motivated in order to improve the efficiency and quality of service.
Display a responsible and co-operative attitude as a team leader and member, and a commitment to work towards meeting objectives and key targets.
Be committed to own personal professional development and identifying training needs, and that of others.
Experience of Microsoft Office (especially Word, Excel, PowerPoint, Teams, Outlook and ideally Access).
The ability to work pro-actively, be outcome focussed, self-driven and to work independently. The post holder should be able to solve problems in a constructive and timely manner and to actively seek to find solutions to problems.
Process and outcome driven with an eye for detail.
Understanding of insurance principles, different policy classes and wordings
Experience working with end-to-end Claims Management Software system(s)
Significant experience of handling First/Third-Party claims (ideally for/with a Local Authority – Fast & Multi Track)
Experience of managing and supervising a team of Claims Handlers (ideally mixed claims classes)

Essential Behavioural & other Characteristics

Understand and embrace Leeds City Council Values and Behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
Able to understand and observe Leeds City Council policies and procedures.
Carry out all duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Willingness to actively participate in appraisal, training and development activities to ensure up, to date knowledge and skills.
Flexible and adaptable to change to assist other services as required commensurate to grade.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity of Leeds City Council.
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.

Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria for the post. Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates.

Experience in production/analysis/presentation of Management Information (MI)/training material.
Experience of dealing effectively with all levels of staff, external stakeholders, and claimants/representatives