Travel Claims Manager

Travel Claims Manager

Remote (UK‑based) | Travel to Cardiff or Redhill as required
£45,000 – £50,000 per annum + 10% performance‑based annual bonus
37.5 hours per week
 

About the Role

We’re looking for an experienced Travel Claims Manager to lead the end‑to‑end delivery of our in‑house travel insurance claims operation. This is a senior operational role with real influence—responsible for driving customer experience, decision quality, SLA performance, and operational resilience across all claim types.

Leading a fully remote claims workforce, you’ll play a key role in ensuring fair, timely, and high‑quality outcomes for customers, while supporting operational growth, continuous improvement, and regulatory excellence. Occasional travel to our Cardiff or Redhill offices will be required for client meetings, stakeholder engagement, and training.

What You’ll Be Responsible For

Operational Delivery & SLA Performance

• Own and lead the day‑to‑day performance of the travel claims operation.
• Manage workloads, backlogs, surge volumes, and prioritisation across multiple claim benefits and complexity levels.
• Ensure operational resilience during peak travel periods and incident‑driven events.

Customer Experience Excellence

• Champion a customer‑first claims culture focused on empathy, clarity, and timely communication.
• Reduce avoidable customer contact by improving claim instructions, evidence requests, decision letters, and handler confidence.
• Ensure appropriate handling of vulnerable customers, including reasonable adjustments and clear escalation routes.

Quality, Consistency & Fair Outcomes

• Own the operational quality framework to ensure consistent, defensible, and policy‑accurate decision‑making.
• Oversee audits, calibration sessions, coaching feedback loops, and quality improvement actions.
• Ensure claims files meet evidential and documentation standards suitable for complaints or regulatory review.

People Leadership & Remote Workforce Management

• Lead, coach, and develop Team Leaders and supervisors managing remote claims handlers.
• Set clear expectations around performance, behaviours, and decision quality.
• Drive engagement, capability uplift, and retention through structured development and coaching.

Complaints & Escalations

• Act as the senior escalation point for complex, sensitive, or high‑risk claims.
• Work closely with the complaints function to identify root causes and reduce complaint volumes.
• Support early intervention to prevent customer detriment.

Management Information & Governance

• Own and interpret operational MI, including SLAs, quality scores, productivity, and trends.
• Use data to identify risk, inefficiency, or service gaps and deliver practical corrective actions.
• Provide regular insights and updates to senior leadership.

Continuous Improvement & Growth

• Drive continuous improvement across workflows, SOPs, and claim pathways.
• Support operational growth with scalable, well‑governed processes and consistent training frameworks.
• Contribute to transformation initiatives such as system enhancements, automation, and new benefit rollouts.

What We’re Looking For

Essential

• Proven leadership experience within travel insurance claims operations.
• Strong technical knowledge across a wide range of travel insurance claim benefits.
• Experience managing and developing remote teams, including performance, engagement, and quality.
• Demonstrated success improving customer experience, SLA performance, and claims quality.
• Confident decision‑maker with strong judgement and escalation management skills.
• Highly data‑literate, with the ability to turn MI into meaningful operational improvements.

Desirable

• Experience supporting operational growth or scaling claims teams.
• Exposure to complaints handling, complex claims, or regulatory interactions.
• Experience contributing to transformation or change initiatives.
• Relevant insurance or claims qualifications, or evidence of continuous professional development.

Why Join Us?

• Competitive salary with a 10% performance‑based annual bonus
• Fully remote working within the UK
• Opportunity to lead and shape a high‑impact claims operation
• Strong focus on quality, customer fairness, and professional standards
• Play a key role in operational improvement and future growth

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.