Operations Manager (Claims)

Lancaster Gate Assistance is a specialist claims management and mobility business. Part of the Lexham group of companies, LGA provides market leading claims services to the UK motor market, with specific focus on 2-wheel vehicles.

We thrive on providing innovative claim solutions to the wider motorcycle insurance industry and their customers.

Lexham Insurance is a specialist insurance business, focussed predominantly on niche products for the UK motor market.

Formed in the year 2000, Lexham began life as a broker before launching an MGA in 2016. Since then, the business has grown exponentially, and we now employ almost 300 people across several divisions.

Our business is diverse and ever evolving, and incorporates an Insurer and a finance business, as well as a technical claims handling operation, a mobility business and a law firm.

We’re looking for an Operations Manager to join our fast-growing team in Diss, Norfolk.

About the Role: 

The Operations Manager is responsible for the day-to-day running of our Head Office claims function. You’ll be the first point of contact for our partners, stakeholders and staff, and will oversee the smooth running of the claims function within our Diss Operation.

This is your chance to make an impact by helping to continuously improve and shape our client’s customer experience and where your contributions will be valued and recognised.

Key Responsibilities:

• Demonstrate a joined-up approach from the senior management team.
• Work with a wide range of stakeholders at all levels and from various parts of the business.
• Be able to clearly communicate with stakeholders to engage, influence and drive results.
• Delivering exceptional customer service across the business and this is demonstrated by both Google review, Net Promoter Score and Complaints.
• Ensure all monthly reports are completed accurately and within agreed timescales.
• Attend Management meetings to report on operational performance and status across the business.
• You will have full overall responsibility for the FNOL & On hire team including all people management related activities; the financial performance of the team; the quality outputs in addition to adherence to MI completion, service standards and processes across the team.
• You will be a highly motivated, positive individual with a passion for developing people in line with achieving results.
• Provide bespoke advice on more complex matters.
• Management of remote and inhouse team members, ensuring that all invoices move through the process in a timely manner and accurately worked.
• Communicate with Clients, third parties and colleagues in the business to maximise opportunities whilst ensuring client relationships are maintained.
• To train and develop the team ensuring that appraisals, allocation of work and supervision is carried out.
• Undertake any other reasonable duties as may be required.

Operational Performance Management

• Oversee and report on operational performance, facilitating exception management via engagement with the claim’s leadership team.
• Delivering excellence against the key measures for First Notification of Loss, claims handling time, cost control.
• Plan and develop effective strategies to improve conversions and service standards across the business.
• Work closely with the senior management team to support the strategy and provide a strategic review and ensure improvement of the claims processes.
• Ensure our referral sources requirements are fully managed and met.
• · Monitoring and reporting on claim volumes and handler file counts.

Claims Administration and Support

• Provide professional, efficient, and effective operational support to the claim’s teams, whilst ensuring that core operational tasks are completed within given SLA’s.
• Drive and support process improvement and business change by being a source of information and expertise to help drive the adoption of new initiatives for claims.
• Create and maintain documentation to support internal claim handling processes.

Change and Continuous Improvement

• Promote a culture of continuous improvement via regular interaction with the SMT, claims managers and leadership teams.
• Liaison with the teams to support the delivery of claims specific change initiatives.
• Design and Implementation of training and adoption programs to improve the overall effectiveness of the claims function and embedding of change initiatives.

What We Offer: 

• Salary is up to £50,000
• Continuous training and development with support given by our expert team
• Appraisal programmes for all which aids your progression and salary increments
• Pension contribution
• Free parking
• Regular social events, and team nights.
• Employee Assistance programme – legal advice, counselling and much more
• Wellbeing activities covering mental, financial & physical health, inclusivity, environmental, personal growth, fun and recognition.
• 21 days holiday
• Opportunities to undertake recognised qualifications
• Overtime Available

Why Lancaster Gate Assistance? 

We’re a leading national motor claims handlers, known for our innovative and exclusive claims schemes tailored to scooters and motorcycles. We offer a variety of bespoke products. With our office conveniently located near Diss Train Station, we pride ourselves on providing a dynamic and supportive working environment, backed by a dedicated team of professionals.

What We're Looking For: 

• Strong attention to detail and analytical skills
• Excellent communication and interpersonal skills
• Proven ability to work under pressure and manage multiple priorities in a fast paced environment.

Additional Information

You will be required to provide two professional and/or character references

You may be required to undergo a Criminal Records Bureau background check which includes a credit check.

All employees will be expected to serve a 3-month probationary period.