What I need to do?

• Support the management of non-food product related claims across both Sainsbury’s and Sainsbury’s Argos through appropriate investigation and involvement.
• Building relationships across the non-food technical teams to ensure that product related issues are identified quickly and managed effectively to minimise brand impact.
• Supporting where necessary out sourced claims handlers and where appropriate claims that are litigated.
• With the relevant technical teams identify the opportunities to improve product descriptions, website information, instruction books etc. to reduce the risks of future claims.
• Providing feedback to the Claims Manager and Insurance Manager on areas for development and improvement across Stores, Depots, Sainsbury’s Argos and Sainsbury’s Bank.
• Co-ordinate self-insured property claims arising from non-operational sites across the whole estate instructing property claims handlers on property liability decisions, reinstatement works and claims settlements.
• Co-ordinate the Personal Accident and Travel insurance programmes and claims arising out of these.
• Support the management by FM of outsourced property recoveries and the cost recovery of appropriate premiums via the property teams.
• Co-ordinate & manage miscellaneous insurance, recovery & claims processes associated with landlord and tenant claims.
• Develop and maintain appropriate periodic reports, data analysis and dashboards to enable the presentation of key data to both internal and external Stakeholders and to support the insurance renewal programme.
• Support the regular updating of our claims handlers on Sainsburys’ and Sainsbury’s Argos policies, processes and systems.
• Provide support, technical advice and training to Sainsbury’s Careline, Sainsbury’s Argos Customer Services and Safety Direct.
• Act as a subject matter expert providing insurance and risk management support to non-food product development teams across the business developing the Insurance “Centre of Excellence”.
• Support product related Serious Incident committee’s in the event of a serious incident.
• Support the Insurance renewal process with the Claims Manager through the development of robust renewal information.
• Actively participate in companywide projects where necessary supporting outside of area of responsibility based on risk or as part of an identified campaign.
• Develop a strong network of stakeholders within the business promoting the professionalism of the Safety & Insurance team and deputising for the Claims Manager as necessary.

How I will succeed?

Success in the role will be seen by improved claims experience, reduction in losses through non-food product related incidents, improvement in repudiation rates and reductions in premiums. In addition improved understanding across the business of the impact and cost of claims and non-compliance to process.

Measures of success in this role are generally indirect but Repudiation rates, claims numbers and claims costs, Insurance audit outcomes, stakeholder feedback and long term incident rate reductions are all measures that will point to success

What I need to know?

• Relevant knowledge of Product Safety requirements ideally gained in a retail, logistics or related environments.
• Broad experience of dealing with customer complaints both verbally and in writing.
• Broad experience of liability claims handling and experience of working with outsourced providers and in house stakeholders.
• Ability to attain Diploma in the Chartered Insurance Institute within a reasonable time frame.

What I need to show?

• Strong negotiation, analytical and problem solving skills.
• Strong project management skills and the ability to manage multiple activities simultaneously maintaining accuracy whilst working at pace.
• Excellent communication (verbal and written), PC and interpersonal skills
• Commitment to ongoing personal development

Resources available to me

• Support from the Product Technology teams, Field Safety Teams, Safety Direct and central Safety & Insurance teams
• Administration support from Corporate Services Professional Support Team Outsourced Claims Handling teams both in Sainsbury’s Argos and Sainsbury’s

What decisions I can make

• The jobholder has the authority to manage claims under £10k in the most appropriate manner to minimise financial & reputational loss to the company.
• The jobholder with the authority of the Claims Manager may liaise with Insurers, Loss Adjusters and third party agents in the management of claims, to agree an appropriate strategy.
• Decisions on key project areas and areas for improvement / follow up will be decided by the Job Holder jointly with the Claims Manager