Customer Claims Manager- Travel - Birmingham based

Are you a dynamic leader with a passion for driving performance and delivering exceptional customer service? We're looking for a dedicated Customer Claims Manager to lead our Travel Claims department at our client. In this role, you will shape the future of our service delivery, ensuring we consistently meet and exceed performance targets and KPIs.

Key Responsibilities;

Leadership & Team Management

Manage, mentor, and develop Team Managers, fostering a culture of collaboration and excellence.

Drive operational excellence by ensuring teams meet performance targets.

Promote a high-performance culture by coaching and supporting career growth.

Claims Strategy & Operational Excellence

Ensure claims processes align with business objectives, meeting SLAs and KPIs.

Manage claims costs effectively for our clientour client and Business Partners.

Provide expert guidance on complex claims, ensuring timely resolutions

Collaboration & Communication

Schedule and lead monthly performance and departmental meetings.

Ensure clear agendas and meeting minutes, encouraging proactive team contributions.

Own and resolve escalated Business Partner claims, delivering objective reports where needed.

Resource Planning & Performance Management

Optimise resource allocation to maintain performance levels.

Strategically plan team overtime within budgetary constraints.

Monitor and enhance team motivation, performance, and development through Personal Development Plans (PDPs).

What We Offer:

Work-Life Balance

35-hour workweek with a hybrid model (60% office, 40% remote).
Career Development

Be part of an experienced Travel Claims team with opportunities for leadership development.

Access to comprehensive learning and development, including certifications and professional qualifications.
Benefits & Perks

Competitive pension and savings plans.

Employee share purchasing plan.

Mental health and wellbeing programmes.

A supportive, collaborative work environment.
On-Call Requirement: Due to the nature of the role, occasional on-call duties may be required.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates