Claims Manager

About the role:

The focus of this role is to provide excellent customer service to customers, by way of timely, accurate and efficient management of claims in line with the company policies and contractual obligations.  Customer contact will be primarily over the telephone and in writing, including email.   Service to customers will include but is not limited to lodging of claims, considering policy response, answering queries and processing and approving of claim payments and to provide support to other agency claims consultants.

Key responsibilities for the role include:

• Proactively contact customers following claims lodgement to gain full information to understand the implications and inform decision making for the best course of action for them.
• Utilise a case management approach to manage claims to support timely resolution for the customer.
• Efficiently manage casework, action all calls and process correspondence from multiple stakeholders in relation to more technically complex insurance claims, taking a proactive approach to ensure service standards are met.
• Develop key relationships and build trust with internal and external stakeholders, influencing them to make the right decisions to ensure a positive outcome on behalf of the customer.
• Provide a positive customer experience, ensuring they know what to expect, feel prepared and supported throughout the process, effectively managing their expectations and managing risk in relation to advice provided.
• Work together to support Claims Lodgement Consultants during peak periods if required, to maintain agreed service standards.
• Ensure agreed service, compliance standards and processes are met, within a more technically complex environment.

Skills and Experience:

• Competent user of office software applications such as Microsoft Office.
• Previous experience managing claims of commercial property, casualty, fire and general and financial lines.
• Ability to make sense of complex/technical information to inform decision making.
• Ability to build relationships and influence others.
• Ability to/experience of managing customer expectations.
• Experience in negotiating on behalf of others.
• Ability to/experience of managing high caseload, prioritising and multi-tasking as required.
• Tertiary qualification in Insurance or NZQA/ Insurance Industry recognized qualification.
• Entrepreneurial high performers who proactively seek new business opportunities and thrive in a results-driven, growth-oriented environment.
• Empathetic, ethical relationship builders with the ability to understand client needs.
• Strategic, organised and self-disciplined individuals who can anticipate what's next.
• Collaborate, selfless team players.

About us:

At Gallagher, we've been helping to protect what's important to people and businesses for more than 95 years. Gallagher is the world's third largest insurance brokerage and risk management companies, with a global network of brokers in over 130 countries.

At Gallagher, we help businesses grow, communities thrive and people prosper as a global leader in insurance. And it takes extraordinary individuals to make that happen. The self-motivators. The idea makers. The knowledge seekers. The people who understand that the only way to do business is the right way, with respect for everyone. Sound like you? Join us and help champion The Gallagher Way.

How to apply:

Click the "quick apply" button above, or for more information contact our friendly recruitment team via email at 

Please note only candidates who have the right to work in New Zealand will be considered.

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