Job Description

Description

We are seeking an experienced and motivated Claims Team Leader to join our dynamic team, specialising in Employer's Liability (EL) and Public Liability (PL) claims. This role is pivotal in ensuring the efficient management of claims while leading and developing a high-performing team. You will be responsible for driving operational excellence, maintaining compliance with regulatory standards, and delivering exceptional customer service throughout the claims lifecycle.

As a key leader, you will provide guidance and support to claims handlers, foster a collaborative environment, and implement best practices to achieve departmental objectives. Your expertise in EL/PL claims handling, combined with strong leadership skills, will enable you to manage workloads effectively, resolve escalated cases, and contribute to continuous improvement initiatives.

Lead, encourage, mentor and develop all members of the team to their maximum potential, to ensure the team meets its objectives and deliver their work standards as agreed in the client's SLA, whist delivering commercial benefit to Keoghs. To continuously improve the quality of the team's work.

The Team Leader will be responsible for

:The achievement of the team's targets and operational measures Delivery of a quality service Client service compliance
In addition, the Team Leader will handle a small caseload (c.20) of complex casualty claims.

The Team Leader will report directly to the Deputy Business Unit Director and support other Team Leaders as and when necessary.

Key Responsibilities

Leading the TeamTake responsibility for establishing a high performance culture within their team Motivate, innovate and build rapport Take responsibility for own development, working under limited supervision Be flexible in approach
Claims handling and team managementReview and allocate new claims, ensuring strategies are set and initial reserves are appropriate having regard to the value and complexity of the case Approve payments within their financial authority levels Undertake reviews for files handled within their team to ensure individual team members attain the required quality standards Identify the teams' training needs and recommend appropriate training solutions to meet performance requirements, drawing on the relevant expertise within the firm Review files progressing to litigation and record reasons & lessons learned
Service Delivery and ComplianceBe competent and demonstrate leadership with all relevant IT (Microsoft), Case, BI, and the HR systems, contributing to projects including systems and process development Drive continuous improvement in claims handling, ensuring adherence to client specific protocols, agreements and delivery of key performance indicators Use appropriate systems to monitor staff performance, productivity, sickness and holidays Hold regular 1-2-1s with staff to maximise performance and to acknowledge good performance Assist the DBUD in the assessment of the capacity of the team to ensure this is aligned with business objectives, strategy and priorities Assist in the recruitment of claims handlers and support staff when requested Undertake presentations to colleagues at various levels in a manner which is motivational and sets expectations for quality and performance standards Ensure the team is kept up to date with internal and external developments, including leading regular team meetings Ensure compliance with statutory and regulatory requirements Actively support and promote the firms values and policies in a professional manner Assist in internal and external audit
Client ManagementAssist the Client Service Team with the preparation of client, team and sector analysis and statistics Assist in bulk client file reviews to support policy year, pre-renewal or subject matter initiatives Have excellent communication skills with an ability to engage with clients and effect & manage change Use client knowledge to aid opportunities for the business to extend services or cross sell

Skills, Knowledge and Expertise

Highly developed knowledge of processes, systems and procedures Sound technical knowledge of EL/PL claims Excellent analytical and problem solving skills Excellent understanding of client protocols Excellent understanding of 'best practice' and contribute to its development Ability to respond to changing client requirements Excellent communication skills People oriented with a desire to help others as well as an ability to manage performance where required. Ability to utilise interpersonal skills to influence and negotiate Ability to provide balanced feedback at individual level Excellent organisational skills Able to initiate and maintain business relationships Shows commercial awareness in understanding of the market and industry Demonstrates a passion for the business and their role Demonstrates an understanding of business development strategies and a willingness to support

Benefits

Davies Incentive Plan 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days) Family Cover Private Medical Insurance (Bupa) - will automatically be at single cover level but can opt into family option within first month of joining. Simply Health Care Cash Plan WeCare - 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing Death in Service Critical Illness Cover PHI/Income Protection (Private health insurance) Pension Contribution based 5% Employee / 3% Employer Employee Resource Groups Employee Volunteering Programme Cycle to Work Scheme
Tech Scheme
Season Ticket Loan
Gym Flex
Access to Online Discount Sites Discounted Gourmet Society Membership Discounted Tickets for Merlin Attractions nationwide Discounts at local retail outlets after successfully completing probation

About Keoghs

Keoghs is a leading provider of legal and claims solutions to insurers, businesses and other suppliers to the insurance sector. We manage more than 1bn worth of insurer claims and resolve in excess of 100,000 claims per year working in partnership with leading insurers, MGAs, brokers, corporates and the public sector.


With more than 50 years' experience we have an in-depth understanding of the insurance claims process, enabling us to contain and lower litigation rates, shorten claims lifecycles and reduce overall claims costs. We combine proven processes, technology and low cost infrastructure with extensive legal and insurance market knowledge. This enables us to create individual solutions for each of our clients that match their requirements in terms of quality, performance and value for money.

We invest heavily in specialised services, technology and innovation for our insurance clients, and we are the first to launch a true artificial intelligence (AI) insurance lawyer. Through our proprietary AI lawyer, Lauri, we've transformed the claims handling process for low-value personal injury claims; we've reduced claim lifecycles and reduced costs for our clients. Supported by commercial acumen and innovative products, Keoghs leads the way in providing legal solutions to the insurance industry.