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Neilson Financial Services
Neilson Financial Services
501 – 1,000 Employees
Skilled Worker Visa SponsorConsultingHealthcareMarketing
Neilson Financial Services is a recruitment firm serving the financial services sector, with an online careers and candidate platform supporting hiring activity across the UK and Ireland, Australia, Canada, and the United States. The platform enables employer and candidate interactions, provides data and privacy controls, and uses Teamtailor to manage vacancies and applications.
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Customer Care Claims Manager at Neilson Financial Services

Lead and coach claims teams to improve service quality at Neilson Financial Services. Support families through the company’s life insurance operations.

GBUnited KingdomHybridFull-timeJuniorMiddleNo degree requiredEnglish RequiredCustomer Support
NFS

Description

  • Oversee claims agents’ performance and service quality.
  • Hold documented monthly one-to-ones and create improvement plans when needed.
  • Lead performance reviews and address gaps.
  • Ensure team conduct follows company values and HR guidance.
  • Coach agents in clear, professional correspondence and communication.
  • Give agents at all levels call feedback and coaching.
  • Coordinate annual and sick leave, attendance, lateness, and return-to-work meetings.
  • Review and share NFS quality-assurance feedback, and coach agents on it.
  • Help resolve questions about products and processes.
  • Track eLearning, manage rotas, and support team building.
  • Run weekly call-calibration sessions with the team.
  • Meet agreed business-unit KPIs and motivate the team to perform well.
  • Ensure correspondence is delivered within agreed deadlines.
  • Analyse decisions and assess their outcomes.
  • Work with Learning and Development to support new-agent induction.
  • Handle upward referrals and escalated complaints according to business processes.
  • Filter business communications while keeping the team informed.
  • Stay up to date on products, processes, insurance best practices, and competitor activity.
  • Check the quality of written communications.
  • Report team performance daily, weekly, and monthly to the Head of Customer Care.
  • Review daily statistics to identify trends, opportunities, and needs.

Requirements

  • At least two years’ experience leading a team that delivers high-quality service to claimants.
  • Demonstrated ability to build and embed team performance through guidance and coaching.
  • Sound knowledge of FCA operational guidelines, preferably gained in regulated claims handling or a call-centre setting.
  • Substantial hands-on experience leading a team.
  • Ability to communicate to very high standards, verbally and in writing.
  • Experience delivering agreed business KPIs through direct reports.
  • Ability to analyse and interpret business reporting metrics.
  • Ability to develop and provide practical solutions to day-to-day demands in claims handling.
  • Life insurance experience preferred, but not essential.
  • Intermediate to advanced computer skills, including Microsoft Office.

Benefits

  • Hybrid working arrangement.
  • Full-time employment.
  • Access to an employee login and candidate portal.

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