Claims Handling Operations Manager

  • Management
  • 21/03/2023
  • Fixed Term Contract

Job Overview

Job Type
Fixed Term Contract
Date Posted:

Additional Detail

Job ID
Work Location
Remote and/or Onsite

Job Description

If the link to apply for no longer works this may be because the job opportunity has closed early. We occasionally close vacancies early due to high volumes of applications. We would therefore recommend you complete your application prior to the closing date which is for guidance only.

Location: Cirencester Office / Hybrid Working 

Employment Type: 12 month Fixed-Term Contract

Reporting to the Head of Claims the role holder will manage the day to day operations of the Claims Handling Team, setting priorities and team objectives, supervising quality and efficiency targets, ensuring clients’ complaints are resolved fairly, effectively, promptly and in line with regulatory requirements.

What you'll be doing:

  • Lead, manage, mentor and develop a team of claims handlers, making the best use of skills and helping individuals to improve their potential through the provision of 1:1s, PDRs and daily mentorship and support.
  • To control the workflow of the team, ensuring all team members have appropriate and sufficient work and that client complaints are concluded in promptly and in line with regulatory guidelines.
  • Be responsible for the triage and allocation of work by the team leaders ensuring that key tasks are completed in line with business and regulatory SLAs.
  • To collaborate closely and effectively with external claims handling companies as required.
  • Advise the Head of Complaints of sensitive or large cases and of any emerging themes.
  • Liaise confidently and effectively with the Partnership, Field Management and internal departments to resolve issues and customer concerns promptly.
  • Provide regular Management Information and monitor for trends in case types, quality or efficiency issues.
  • Undertake ad hoc project work within the wider business on behalf of Client Liaison as required
  • Deputising for the Head of Claims Handling when required and be comfortable presenting to groups.

Who we're looking for:

  • Knowledge of regulated and non-regulated complaints.
  • Experience of managing a team within an advice or regulated complaint environment.
  • CII Level 4 Diploma in Financial Planning or relevant proven experience.
  • Strong technical knowledge of life, pension, investment and mortgage products and Industry expected redress methodologies
  • Knowledge of regulated and non-regulated complaints. 

Flexible Working

We know that everyone works best in different ways, at different times and in different environments. We value all of our employees and appreciate that everyone is different, and at different stages within their career. Recognising this, we have introduced a hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours. Our people are encouraged to work in a flexible way that suits their lifestyle, so please ask the question and start a conversation!

Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.

Why work for us?


Our Rewards

In addition to an attractive salary and eligibility to participate in the discretionary annual bonus opportunities, you will also receive an excellent benefit package including:

Non-Contributory Pension – 10% (increasing with length of service) with further pension matching 

  • *Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.
  •   Best in class terms and conditions including 6 months paid maternity and paternity leave.
  •   Private Medical and Dental Insurance
  •  28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy and additional up to 5 days
  •  Discretionary bonus scheme dependent on company and personal performance, varied by level

*Not applicable to fixed term contracts (standard uplift applies in lieu of the protection benefits)

Our Culture

Our culture is the glue that binds us together - It’s one of our biggest assets and one of the biggest reasons for our success. It’s underpinned by core values of doing the right thing, being the best version of ourselves and investing in long term relationships.

We want to embrace diverse backgrounds and experiences to connect with clients, solve problems and innovate. We raise our voice on the things that matter to us and drive change from the front. Contributing to our inclusive culture is vital, ensuring a space for everyone to be their authentic self, no compromises.

In all we do, we consider how our work affects the communities in which we belong. Over 96% of our group employees are involved in supporting our communities through financial education, charitable giving and volunteering. Over 80% of all our employees and Partners donate each month to our Charitable Foundation, which is now the 3rd largest corporate charity in UK.

SJP are delighted to have signed The Armed Forces Covenant, and we are active members of LGBT Great, 30% club, The Diversity Project, Disability Confident and more! Find out more:

Our Awards:

We understand it’s important to be proud of the company you work for, that’s why we’re proud to share with you some of our recent awards:

  • Wealth Manager of the Year – Growth Investor Awards 2021
  • Best Wealth Manager – Shares Awards 2021
  • Championing LGBTQ Inclusion - Financial Adviser Diversity in Finance Awards 2020
  • Top 75 Employer - Social Mobility Foundation Employer Index 2021

To find out more visit:

Similar Jobs



By continuing to use this website you are agreeing to the use of cookies. For further details, review our Cookie Policy.

Change Settings