Senior On Hire Handler (Secondment)

This is your chance to make an impact by helping to continuously improve and shape our client’s customer experience and where your contributions will be valued and recognised.

As a Senior On-Hire handler you and your team will be responsible to lead, coach, and develop a team of handlers with a strong focus on customer service, driving conversion performance, improving customer outcomes, and maximising commercial results.

Working closely with the wider business, you’ll play a crucial role in the operational oversight with proactive people leadership to ensure targets are consistently achieved through high engagement and performance culture.

People Management & Leadership

• Lead, motivate, and manage a team of claims advisors/handlers.
• Conduct regular 1:1s, performance reviews, and coaching sessions focused on conversion improvement.
• Identify skill gaps and implement tailored development plans.
• Manage absence, performance concerns, and conduct issues in line with company policy.
• Create a high-performance, accountability-driven team culture.
• Support succession planning and talent development within the team.

Driving Conversions & Commercial Performance

• Take ownership of team conversion KPIs and ensure the operational dashboards remain up to date.
• Analyse individual and team conversion data to identify trends and opportunities.
• Implement targeted coaching strategies to improve conversion outcomes.
• Monitor call quality and customer interactions to ensure best practice conversion behaviours.
• Drive daily focus on key metrics including conversion %, productivity and customer retention.
• Work closely with senior leadership to align team performance with wider business goals.
• This role will require you to work with deadlines and to problem solve, as well as using different channels of communication such as emails, phone calls and on occasion, letters.

Performance Monitoring & Reporting

• Track and report on conversion rates, SLA adherence, quality scores, and productivity.
• Utilise management information to inform action plans.
• Deliver daily performance huddles focused on results and improvements.
• Escalate risks to performance delivery in a timely manner.

Coaching & Continuous Improvement

• Conduct live call listening and side-by-side coaching sessions.
• Share best practice conversion techniques across the team.
• Drive behavioural change through structured feedback and action planning.
• Implement improvement initiatives to enhance efficiency and customer experience.

Compliance & Customer Focus

• Ensure all claims handling activities meet regulatory and company standards.
• Maintain high-quality customer service while achieving commercial outcomes.
• Promote ethical selling and customer-first conversion practices.
• Ensure compliance with company policies and regulations.

•  Strong attention to detail and analytical skills
• Excellent communication and interpersonal skills
• Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.
• You may be required to undergo a Criminal Records Bureau background check which includes a credit check.
• You will be required to provide two professional and/or character references