The drain’s blocked. The water’s rising and there’s a distinct whiff in the air. I can’t smell the panic (or the sewage!). But I understand the urgency and I know an engineer will be there soon. Hmmm, I wonder how we could get one there even sooner.”
You might not work on the frontline. But, you understand how important a quick response is to our customers. And, you’re a critical part of the team who helps to solve their home emergencies everyday. As agile and responsive as any of our engineers, you’re always thinking of better, more strategic ways of working too. And, because you know the way forward is to keep improving our positive customer outcomes, no one knows better than you that great ideas have to keep flowing too. We exist to help everyone with their home emergencies and repairs.
When HomeServe was first established in 1993, it was with the aim of being the first place people turn to for home emergencies and repairs. We haven't lost sight of that goal.
The moment of truth for any customer is being there for them when they really need help. For HomeServe customers, that is when making a claim. Our Claims Director is a key member of the Senior Management team who drive the customer experience.
Responsibilities:
- Lead a large, multi function claims handling team, operating in the general insurance sectorInspire, lead, engage and mentor the claims operation and management team to provide excellence in customer service
- Enable the operation to have fair customer treatment at the heart of everything that we do to ensure the principle of Treating Customers Fairly is an intrinsic part of the organisation’s culture by identifying, monitoring and managing any risks within the business
- Offer consistently excellent customer service 24/7/365 in a complex and often demanding environmentIdentify, articulate and champion customer requirements and ensure that people, systems and processes are built around customer needs and requirements
- To implement and manage effective systems, controls & processes for the department, and ensure that they are implemented and adhered to consistently
- Lead and manage the complex customer service operation and call centre ensuring that customers receive consistently fair outcomes to their claimManage all departments which deal effectively with both frontline calls from customers and manage work in progress offline
- Lead, direct and develop all operational teams, ensuring all employees have the opportunity for development
- Articulate the vision, turn it into a set of deliverable objectives, and deliver both vision and objectivesManage costs effectively whilst recognising that long term profitability is driven by excellence in Customer service as well as cost control
- Lead and manage third party contract relationshipsLead and direct on the use of telecoms, IS and claims management systems which support customer service
- Drive employee engagementDirect claims workflow and ensure that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction with a clear focus on the continuous reduction of customer complaints
- Drive Quality standards and performance to meet / exceed all legal, regulatory, compliance and best practice parameters
To be successful within this the importance of customer engagement and compliance within a regulated environment are a given. You will also have:
- Proven experience within a claims function in an FSA regulated business
- Recognised for offering consistently excellent customer service 24/7/365 in a complex and often challenging environment
- Successful experience leading and managing a complex customer service operation and call centre
- Leadership, direction and development of large operational teams. Able to articulate a vision, turn it into a set of deliverable objectives, and deliver both vision and objectives
Job Reference: Claims Director
Phone: 01922 609042
Address: HomeserveCable Drive WalsallW.Mids WS2 7BN