Customer Care Manager: Claims

At Neilson, we're dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK operations.

The Customer Care Manager:  Claims, plays a key leadership role in delivering exceptional customer experience for claimants, navigating the loss of a loved one. Reporting to the Head of Customer Care, this position is responsible for leading a high-performing claims team to ensure efficient, accurate, and empathetic claims handling in line with service standards, regulatory obligations, and insurer expectations.

The role requires a blend of strong operational management and emotionally intelligent leadership — fostering a team culture that delivers efficient, compliant claims processes while ensuring agents provide empathetic and compassionate support to claimants experiencing loss. The position combines operational leadership with a strong focus on people management, customer advocacy, and regulatory compliance.

Duties and Responsibilities:

• Lead team performance by conducting regular 121 meetings, coaching, and implementing improvement plans as needed. Ensure all feedback is documented and stored appropriately
• Ensure all agents possess a high level of product, systems and business process knowledge
• Hold all direct reports accountable to their KPIs
• Collaborate with Learning and Development to facilitate agent inductions and ensure ongoing team training.
• Possess and intimate knowledge of daily results
• Track, monitor and manage team performance, identifying trends and areas for improvement
• Provide weekly and monthly performance reports to the Head of Customer Care
• Drive change and challenge the status quo to identify improvements
• Provide transparent communication both written and verbal to motivate and inspire agents
• Ensure we operate within a risk and compliant framework where all standards are adhered to in line with legislative and regulatory and business requirements
• Build strong employee engagement
• Ensure team behavior aligns with company values, compliance standards, and HR guidelines.
• Conduct weekly call calibrations, coaching sessions, and quality checks on communication.
• Address escalated complaints in line with the company's complaints process and provide solutions for issues.
• Ongoing administration as required by the role, for example, oversee leave requests, attendance, Return to Work meetings, handle rota management, eLearning completion, and team-building activities.

Qualifications:

• Proven experience leading and managing teams to deliver outstanding customer service.
• Strong ability to build and enhance team performance through guidance, coaching, and development.
• Sound understanding of operational guidelines, preferably within a regulated call centre environment (e.g., verbal scripting, compliance, processes, and procedures).
  
• Hands-on leadership experience, with the ability to manage a team effectively.
  
• Exceptional written and verbal communication skills.
  
• Ability to analyze business reporting metrics and deliver results against agreed KPIs.
  
• Solution-focused with the ability to create proactive solutions for day-to-day business demands.
  
• Life insurance industry experience is preferred, but not essential.
  
• Intermediate/advanced proficiency in Microsoft Office.

What You Bring to the Table:

• Demonstrates Neilson values in behaviour and decision-making.
• Strong leadership qualities, with the ability to drive team performance and motivation.
• Excellent communication and presentation skills, both written and verbal.
• Detail-oriented, ensuring high standards of service are always upheld.
• Passionate, innovative, and proactive, with a drive to excel.
• High energy, enthusiasm, and a dynamic approach to challenges.
• Adaptable and flexible, able to thrive in a fast-paced environment.
• Strong organizational skills and ability to prioritize effectively.
• A natural leader with coaching and mentoring capabilities.
• Professional demeanour with a positive, "can do" attitude.

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you

Accessibility for Job Applicants:

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer:

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.