Join the UK's premier parcel & post delivery company
Our Claims & Client Services function plays a critical role in ensuring the highest levels of service for our clients and customers. As a Claims & Client Services Manager, you'll take ownership of Claims reporting, client relationship management, and the continual improvement of Claims processes, helping to reduce claims volumes, improve accuracy, and enhance our customer and client experience.
What You'll Do
As a key subject matter expert within Claims, you will lead on analysis, insight, and client engagement to drive improved performance across the Claims journey. You'll strengthen partnerships with clients, collaborate with internal teams, and support the delivery of operational excellence throughout the Claims function.
Key Responsibilities
- Produce effective reporting and high-level analysis of Claims data, identifying trends, volumes
- Complete and distribute Claims reporting to relevant internal and external stakeholders.
- Work closely with the BI Team to enhance existing reporting and develop dashboards that support Claims and Client insight.
- Monitor and report on Claims spikes, support root cause analysis, and recommend process or resource interventions.
- Use multiple data sources to understand Client, Business Account and Customer behaviour and recommend improvements to reduce Claims.
- Act as a Claims SME on key business projects, influencing Claims-related deliverables.
- Provide MI updates, performance packs and trend reviews to champion the voice of Claims data.
- Liaise with depots and field teams to identify issues and reduce Claims drivers.
- Review Claims data accuracy and challenge inconsistencies to improve reporting quality.
- Onboard new clients by training their CS teams on Claims and communication processes.
- Attend monthly client updates, support improvement agendas and work through client pain points.
- Build collaborative partnerships with clients to achieve excellent customer service against agreed SLAs.
- Support the Senior Claims & Client Service Manager in reducing enquiries and driving continuous improvement on a client-by-client basis.
- Collaborate with Client Development teams to identify opportunities and manage clients cohesively.
- Share client feedback with Contact Centre colleagues to enhance customer service delivery.
- Support the roll-out of new Evri products/services (e.g., app functionality, chatbot automation) into client contact centres.
- Monitor contact volume and identify opportunities to optimise self-serve tools.
- Produce targeted MI to support claim reduction across the business, including Loss Prevention and CEO Complaints.
- Work cross-departmentally to gather insight and reduce Claims volumes.
- Support Claims Team Managers through process reviews and continuous improvement initiatives.
What We're Looking For
- Excellent IT skills across Microsoft tools and handling data in CSV, Excel and database extracts.
- Power BI proficiency.
- A qualification in data/statistical analysis or maths is advantageous.
- Ability to design and develop CRM reports with low load times.
- Experience using Databricks/SQL for deeper Claims analysis.
- Power Query knowledge for large dataset transformation.
- Strong understanding of Customer Service operations.
- Broad IT/systems knowledge and experience managing client relationships.
- Strong problem-solving capability involving stakeholder management.
- Ability to handle high information volumes and conflicting priorities with great attention to detail.
- Excellent presentation and interpersonal skills.
- Highly analytical, comfortable working with large data sets.
- Ability to produce and interpret data to identify solutions and improvements.
- Strong communication skills to present complex findings clearly in written and verbal formats.
- Ability to articulate detailed concepts to support business improvement actions.
- Aptitude for learning new tools and software.
- Excellent networking and relationship-building skills.
- An engaging leader who gains buy-in from clients and colleagues.
- Strong communicator with a flexible, consultative approach.
- Interest in emerging technologies and continuous learning.
- Ability to influence stakeholders at all levels and add value through problem-solving.
What We Can Offer You
- At least 33 days annual leave (including Bank Holidays)
- Career progression opportunities
- Flexible, inclusive benefits including shopping vouchers, insurance and healthcare
- A culture where people are encouraged, supported and valued
We Are Evri - Where Everyone Is Welcome
We're committed to building an inclusive workplace where every colleague can thrive. We want our teams to reflect the diversity of the communities we serve, and we strive for a culture where everyone feels welcome, valued and supported.
We're excited for the future - let's deliver it together.
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