JOB TITLE: Complex Claims Fraud Team Manager

SALARY: £40,824 - £43,091 (depending on experience)

GRADE: D

LOCATION: Halifax

HOURS: Full time, 35 hours.

WORKING PATTERN: Our work style is Hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this Opportunity

Join Us at Lloyds!  We are a leading insurance business experiencing continued growth and are at a critical stage in our strategy. We are investing significantly to become a customer-focused digital leader and are seeking specialists to provide excellence for our customers when they need it most.

Protecting Customers' Homes - At Lloyds, we understand that a house is more than just bricks and mortar – it is a home. We often meet customers during difficult circumstances, and when you join our fantastic team, you can make a real difference in their lives, helping them get back on track.

An exciting opportunity to join the General Insurance Customer Operation Claims Team as a Complex Claims Team Manager.

The Role – You’ll lead, manage and develop the technical competence, capability and performance of fraud investigators who deliver purpose aligned to claims principles and are proud to work for our Claims dept.

Be accountable for the claims under your team’s control, completing monthly reporting on the various claims and enabling fraud investigators to deliver an outstanding customer experience while ensuring the bank’s money is used responsibly in line with policy cover.

Provide leadership and direction to your team ensuring they are inspired, motivated and capable to deliver the Claims purpose and to help them reach their full potential, supporting a culture of increasing technical competence, collaborative claims progression and growth in personal expertise.

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

What you’ll need

• The passion and commitment to coach others, listen and ask curious questions that help colleagues think and uncover a shift in their capability.

• The ability, capacity and desire to make considered and effective decisions, using your own judgement.

• Have strong stakeholder management across key supplier and solicitor accounts, supporting the Complex Operations and Senior Management as required.

• Be the escalation point for the team, supporting with complex claim queries in line with principles.

• Be able to handle complaint escalations and aim to resolve customer complaints in line with the Claims complaint management process.

• Effective oral and written communication skills.

• The ability to take accountability for claims managed in your team to ensure we are delivering an outstanding customer experience in line with Claims principles.

• Inspire, engage and lead colleagues to embrace the Group’s vision, values and behaviours while acting inclusively, creating an environment where diversity is valued and where colleagues and customers are treated with dignity and respect.

• Have knowledge of, and be able to correctly interpret insurance contracts, principles and practise of insurance as defined by Group Standards, FCA/ABI/industry requirements.

• The expectation of attainment of technical/professional qualifications. Continually develop your technical (Insurance and Legal) knowledge to stay up to date with the market.

Any experience of these would be useful:

• General Insurance experience and/or knowledge of claims processing.

• Fraud experience within financial services, or the wider industry and investigative techniques.

About working for us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We are proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 28 days holiday, with bank holidays on top

• A range of wellbeing initiatives (including private Medical) and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive?  

Apply today and find out more