Spectrum Insurance Services are a provider of value added products via a variety of pipelines to dealers and consumers. Among our products are GAP, Smartcare Cosmetic Insurance and Mechanical Breakdown Insurance. We are looking for a qualified, experienced Claims Manager with a motor trade qualification such as City and Guilds and hands‑on experience of mechanical and electrical repairs to motor vehicles. Please do not apply unless you have the relevant qualification and hands‑on experience of repairing vehicles.
1. Role Purpose
The purpose of the Claims Manager role is to oversee the effective management and operation of the Claims Department to ensure claims are handled efficiently, professionally, and in compliance with all applicable regulatory, legal, and internal requirements.
The role is responsible for ensuring the delivery of high levels of customer service throughout the claims lifecycle while maintaining compliance with policy coverage, FCA regulations, ISO standards, and internal company procedures. The Claims Manager also ensures departmental performance meets established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
2. Key Responsibilities
2.1 Technical and Operational Management
The Claims Manager is responsible for ensuring that claims handling processes operate effectively and in accordance with company policies and regulatory requirements.
Responsibilities include:
- Maintaining comprehensive knowledge of all policies administered by the organisation and communicating updates relating to policy amendments or new product introductions to the Claims Team.
- Ensuring all claims are assessed and processed in accordance with policy coverage, FCA requirements, and legal obligations.
- Providing technical guidance and support to Claims Handlers to ensure consistent and accurate claims decisions.
- Identifying operational improvements within the department and implementing process improvements where necessary.
- Ensuring all training and development activities are recorded and training records are maintained accurately.
2.2 Risk and Fraud Management
The Claims Manager is responsible for identifying and mitigating potential risks associated with claims handling.
Responsibilities include:
- Ensuring sanctions checks are completed and appropriately recorded within policy records.
- Monitoring claims activity for indicators of potential fraudulent behaviour and initiating appropriate preventative action where required.
- Providing guidance to Claims Handlers to support the identification of potential fraudulent claims.
- Ensuring high‑value claims are escalated in accordance with established authority limits and internal procedures.
The Claims Manager is responsible for the management, development, and performance of the Claims Team.
Responsibilities include:
- Providing leadership, coaching, and support to Claims Team Leaders and Claims Handlers.
- Supporting staff development through structured training, mentoring, and knowledge sharing.
- Leading or supporting meetings involving performance management, capability procedures, or disciplinary processes in accordance with company policy and employment legislation.
- Demonstrating appropriate handling of sensitive or difficult conversations and supporting staff in developing these skills.
- Ensuring staff understand and comply with company policies, procedures, and regulatory requirements.
2.4 Resource and Staffing Management
The Claims Manager is responsible for ensuring appropriate staffing levels within the department to meet operational demand.
Responsibilities include:
- Monitoring workloads and service levels to determine appropriate staffing levels.
- Identifying recruitment requirements where additional or replacement staff are necessary.
- Ensuring recruitment processes are conducted in accordance with established ISO procedures.
- Monitoring employee performance to ensure operational efficiency and productivity.
2.5 Client and Stakeholder Management
The Claims Manager is responsible for developing and maintaining professional relationships with key external stakeholders.
Responsibilities include:
- Establishing and maintaining effective working relationships with dealers, dealer groups, manufacturers, brokers, and underwriters.
- Ensuring efficient claims processing while managing costs for both dealers and underwriters.
- Conducting audits of calls and claims notes to ensure service standards are maintained.
- Providing coaching and feedback to improve service delivery where necessary.
- Monitoring average claim values and reporting trends as required.
2.6 Performance Monitoring and Reporting
The Claims Manager is responsible for monitoring departmental performance and reporting outcomes to senior management.
Responsibilities include:
- Collecting and analysing data relating to KPIs and SLAs within the Claims Department.
- Preparing reports for the Board detailing service levels, operational performance, and key metrics.
- Identifying areas where service levels fall below expectations and proposing corrective actions.
- Monitoring trends in claim volumes, costs, and performance indicators.
2.7 Consumer Duty and ISO Compliance
The Claims Manager is responsible for ensuring departmental processes comply with regulatory and quality management standards.
Responsibilities include:
- Ensuring claims handling procedures comply with FCA regulations, Consumer Duty requirements, and ISO standards.
- Maintaining accurate and up‑to‑date workflow instructions and procedural documentation.
- Communicating procedural updates to staff and ensuring appropriate briefing and implementation.
- Supporting internal and external audits relating to quality management and regulatory compliance.
2.8 Department Development and Strategic Planning
The Claims Manager is responsible for supporting the strategic development of the Claims Department.
Responsibilities include:
- Preparing an annual departmental development plan outlining operational improvements, staffing requirements, and expected performance outcomes.
- Analysing historical and current performance data to identify opportunities for improvement.
- Forecasting departmental requirements for the upcoming financial year.
- Presenting estimated costs, operational improvements, and expected benefits to senior management.
3. Key Performance Indicators (KPIs)
Performance in this role may be measured against the following indicators:
- Claims processing times in line with SLA requirements
- Customer service standards and complaint levels
- Compliance with FCA and Consumer Duty requirements
- Accuracy and consistency of claims decisions
- Fraud detection and risk mitigation
- Staff development and training completion
- Departmental efficiency and cost control
4. Authority and Decision-Making
The Claims Manager has authority to:
- Escalate high-value claims in accordance with company authority limits.
- Implement operational improvements within the Claims Department.
- Provide recommendations to senior management regarding staffing, process improvements, and departmental development.
5. Review and Continuous Improvement
This role profile will be reviewed annually or when significant organisational, regulatory, or operational changes occur to ensure continued alignment with company objectives, client and quality management requirements.
Salary is negotiable dependent on experience.
Job Types: Full-time, Permanent
- Company events
- Company pension
- Free on-site parking
Experience:
- supervisory/management: 3 years (required)
- Hands-on Motor Vehicle mechanical repair : 3 years (required)
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