Travel Claims Team Manager

This is a new and exciting opportunity to join us and play a key role in helping to build a dynamic and customer focussed claims team. If you are somebody who prides themselves on leading by example, developing others around them, driving continuous improvement and creating a culture of great customer experience in a fast-paced environment then this could be the perfect next step in your career in a great organisation. You’ll be part of Admiral’s growing Travel Insurance claims team leading a group of claims handlers. Your role will require you to have both good technical knowledge of the travel product to support your team (training will be provided) and be great at getting results through others to ensure we have a strongly performing claims department.

Training for the role will be provided (particularly in relation to the travel product) so whilst a knowledge of travel insurance would be a preference it isn’t a blocker if you have experience as a leader working in other insurance/claims environments and can demonstrate the other skills required for the role. You will be coming in at an exciting time for the travel claims operation as we are about to enter a period of growth and this role is an important part of making sure we can successfully do that.

Main duties

• Leading a team of claims handlers (up to 12 claims handlers) to achieve agreed objectives
• Carrying out regular 1:1’s and catch up’s with your team
• Proactively identifying and addressing any team training needs encouraging an environment of continuous learning (including your own development)
• Carrying out quality checks and providing positive and constructive feedback
• Authorising payments within agreed threshold limits
• Creating a good balance between fun and getting results – people who like what they do, do it better
• Identify process and product improvement opportunities and actively drive through changes that will make us more efficient or improve customer experience
• Managing first line complaints in line with agreed protocols
• Communicate change of processes clearly and effectively

Experience and qualifications required

• Ideally 3 years experience working in an insurance/claims department preferably with a responsibility for managing people although we will consider candidates who possess other relevant skills
• Effectively able to coach and develop others and actively share knowledge and experience
• Self motivated and good at motivating others around them
• Comfortable with leadership responsibility but can work effectively as part of a wider management team
• Effective and confident decision maker using insight and information to get to the right outcomes
• Comfortable seeking out using data to understand team performance and claims related experience
• Positive attitude, approachable, helpful and friendly
• Can work effectively under pressure and resilient
• Organised and good at multi-skilling and time management to manage a number of tasks in conjunction
• An effective communicator at all levels

About Admiral

We're Wales’ only FTSE 100 company with forward-thinking approaches and endless opportunities to test, learn and grow. There's a reason we've been named a best place to work: Our progressive culture, core values, and commitment to diversity and inclusion has created a working environment where people share ideas, aren’t afraid to speak up and change things, and above all, feel valued.

Based on innovation and organic growth Admiral has grown from being a small start-up into a multi-national organisation. The company is constantly investigating new products, services and markets and is now present in eight countries with a diverse product portfolio.

Admiral’s success goes hand-in-hand with having a strong people focused culture. We believe that happy people make happy customers and happy customers help increase profits. Our philosophy is a simple yet effective one: “people who like what they do, do it better”

We truly care about our customers - they are at the heart of every decision we make. We’re very proud of the innovative products we offer and level of service we provide. Everything we do acknowledges the needs of our customers and by recruiting the right people, we can continue to provide great service and ensure an excellent experience for our customers.

Admiral people work hard to keep us at the top of our industry, and are rewarded for it—with competitive pay, great benefits, a share package based on company performance (after a year of service), a great work-life balance, nearby fitness and health centres, and many other perks (read about our benefits). 

Our Commitment to You 

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.