Insurance Fraud Team Leader (Remote)

Salary: Competitive Salary
Job Type: Full time
Experience: Senior Level

Pertemps Network Group

Insurance Fraud Team Leader (Remote)

Insurance Fraud Team Leader | Pertemps Network Group | UK

A mobile phone insurance company is looking for a Claims Adjudication Team Lead/Coach to join their UK business.


  • This is a full-time permanent role.
  • That can either be hybrid 2 days a weel based out of the London office (paying £40K)
  • Or fully remote, working from anywhere in the Country (paying £36K)
  • This job involves 2 weekends per month with time of in leiu

Job duties

To lead the Team and support Experts achieve the required KPIs. • To develop and coach team members to improve performance, questioning and decision making.

Collaborate with the Quality Assurance team to monitor the standard of claims handling within the Claims Solutions team.

To engage and highly motivate team members to constantly deliver outstanding customer care.

Review and measure performance on recorded contacts for Team in line with Company procedures.

Hold weekly coaching sessions with each team member and set SMART objectives to track progression.

Record a minimum of 1 Coaching session per week.

To assess team’s performance through performance-related bi-annual appraisal process.

To manage all instances of underperformance and misconduct in line with company procedures and seek advice/support where appropriate.

Ensure all business-related communication is cascaded appropriately and in a timely manner.

Follow system and procedural processes to ensure team compliance with FCA regulatory and documented call handling requirements.

To manage escalation of difficult issues before formal complaints are generated. Handle verbal complaints in line with company procedures.

To manage team absence and disciplinary issues in line with company procedures.

To monitor the Claims queue to ensure claims are worked, escalated, and closed with the agreed Service Level Agreement.

To take full responsibility of onboarding and help in training with the new hires.

Help with the Accreditation plan to ensure new hires are accredited and passed both stages.

To provide feedback to management for continuous process improvement and feed into Helix documentation.

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Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home

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