Technical Claims Manager

Technical Claims Manager – Motor Vehicle Maintenance Plans

Department

Claims & Technical

Reporting To

Managing Director

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Role Purpose

The Technical Claims Manager is responsible for leading and managing a team of Claims Advisers who assess and process Motor Vehicle Maintenance Plan claims, including mechanical warranty, cosmetic, tyre, and alloy wheel cover.

The role ensures the delivery of a fast, fair, and efficient claims service, while maintaining strong cost control, regulatory compliance, and high customer satisfaction. As a senior manager, the postholder shares collective responsibility for the effective day-to-day running of the business, including oversight of complaints handling, office operations, and support for Health & Safety compliance.

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• Lead, manage, and motivate a team of Claims Advisers responsible for assessing and authorising Motor Vehicle Maintenance Plan claims, including mechanical warranty, cosmetic, tyre, and alloy wheel claims.
• Ensure claims are assessed accurately, consistently, and in line with policy terms, service level agreements (SLAs), and regulatory requirements.
• Drive a customer-focused approach to claims handling, ensuring clear communication, fair outcomes, and efficient resolution of claims.
• Monitor workload distribution, performance, and turnaround times to maintain a high-quality and responsive claims service.
• Engagement with clients and participate in client reviews when required.

• Produce and analyse regular management information covering claims volumes, acceptances, rejections, trends, and KPIs.
• Identify emerging risks, cost pressures, and operational trends, making recommendations for improvement.
• Monitor claims spend and support the management of burn rates and overall scheme performance.
• Monitor and report on the fund performance.
• Work closely with senior leadership and finance teams to ensure claims activity aligns with financial forecasts and business objectives.

• Share joint responsibility with the Operations Manager for the effective handling and resolution of customer complaints.
• Ensure complaints are managed fairly, consistently, and in line with internal procedures and regulatory expectations.
• Oversee root cause analysis and implement corrective actions to reduce repeat issues and improve service quality.

• Design, deliver, and oversee training programmes for claims staff to ensure strong technical knowledge, consistency, and compliance.
• Provide guidance and training to client or partner staff where required, ensuring a clear understanding of Maintenance Plan products and claims processes.
• Coach, mentor, and develop team members through regular feedback, performance reviews, and skills development initiatives.

• Act as a senior manager with shared responsibility for the effective day-to-day operation of the business.
• Support general office management functions, ensuring professional standards, effective communication, and operational continuity.
• Assist in the management and oversight of Health & Safety practices, ensuring compliance with legal and company requirements.
• Contribute to continuous improvement initiatives, process optimisation, and cross-departmental collaboration.
• Promote a positive, high-performance culture focused on accountability, quality, and customer outcomes.

• Ensure all claims handling and operational activities comply with internal policies, regulatory standards, and industry best practice.
• Support internal and external audits, reviews, and compliance checks.
• Maintain strong documentation, controls, and governance frameworks across the claims function.

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• Proven experience in claims & fund management within motor vehicle maintenance plans, insurance, or an automotive-related environment.
• Demonstrated leadership experience managing and developing teams.
• Strong technical understanding of claims assessment, acceptance and rejection…