As a Senior Claims Manager for Dixons Carphone, my role provides me with the accountability and ownership of our end to end regulated insurance claim journey for our insurance proposition across the UK and the Republic of Ireland retail and contact centre estate. My role consist of various elements, including;1. ensuring all of my claims processes are regulatory compliant (FCA for the UK, and CBI for the Republic of Ireland), streamlined, and are customer friendly. 2. my fraud strategy… Show more As a Senior Claims Manager for Dixons Carphone, my role provides me with the accountability and ownership of our end to end regulated insurance claim journey for our insurance proposition across the UK and the Republic of Ireland retail and contact centre estate. My role consist of various elements, including;1. ensuring all of my claims processes are regulatory compliant (FCA for the UK, and CBI for the Republic of Ireland), streamlined, and are customer friendly. 2. my fraud strategy supports genuine claimants, while detecting and deterring insurance fraud at every opportunity3. the coaching and development of our Claims Investigation Department4. the management of both internal and external stakeholders at various levels5. analysis of fraud trends6. continuous process improvement and complaints reduction7. reporting of all claim metrics, including fraud savings delivered. Show less

Responsible for a team of 12 Geek Squad Agents, ensuring;- key KPI’s were exceeded- the team were regulatory compliant- call monitoring- ongoing coaching and people development- support with the management and development of new induction teams

Inbound Insurance Customer Support AgentBack Office AgentCustomer Correspondence AgentInsurance SME