About the role

MPL Claims has a team of experienced professionals dedicated to providing top-notch service for Motor, Property, and Liability claims, aiming to make the process smooth and stress-free. Founded in 2018 and part of the ERGO Group as a third-party administrator, MPL manages various claims for internal and external clients. They leverage cutting-edge technology to enhance services and innovate in the insurance claims outsourcing sector, creating modern claims management products with unique features for a seamless customer experience.

Our exciting opportunity

As a Property Claims Team Leader, you will be based in our Stoke on Trent office and will be responsible for overseeing and guiding a team of claims handlers and support staff in the efficient and effective handling of property claims. This role requires a strong leader with excellent communication skills, a keen eye for detail, and the ability to drive results while maintaining a high level of customer satisfaction.

Key responsibilities

• Lead, mentor, and develop a team of claims handlers to meet team goals.
• Conduct regular team meetings to review performance, discuss strategies, and address any challenges.
• Conduct 121’s and performance reviews to progress the team.
• Review and assess property claims to ensure they are processed accurately and in a timely manner.
• Provide guidance on complex claims, ensuring adherence to company policies and industry regulations.
• Serve as an escalation point for complex claim issues and customer complaints, providing resolution in a professional and timely manner.
• Foster a customer-centric environment, ensuring high levels of client satisfaction.
• Track and analyse team performance metrics to identify areas for improvement and implement targeted action plans.
• Prepare and present reports on team performance to senior management.
• Identify training needs and facilitate ongoing professional development opportunities for team members.
• Ensure team members are well-versed in current industry standards and best practices.
• Collaborate with other departments to streamline claims processing and improve operational efficiency.
• Lead initiatives to enhance claims handling procedures and implement new technologies.

Your skills and experience

• Property Claims experience is essential for this role.
• Team support/management experience is essential.
• Good leadership skills.
• Understanding of property insurance policy wording.
• Passionate for providing the best customer service.
• Experience preventing and resolving complaints would be advantageous.
• Experience in multitasking with good attention to detail.
• Professional communication skills, written and oral.
• Good IT skills with the ability to use bespoke systems and Microsoft.

What we offer

• Additional annual leave with service, plus additional paid day leave for your birthday.
• Wellbeing packaged including free PT sessions, private medical insurance & health cash back plan.
• Part-funded or fully-funded professional qualifications, with length of service.