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Disability Management Specialist



Job Posting End Date: 08/22

We are Unum (pronounced you-num) and we’re one of the UK’s leading financial protection insurers; that means we sell Income Protection, Critical Illness cover and Life Insurance. You may not have heard of us before, so you probably don’t know that we’ve been around for over forty years and insure more people under our Income Protection products than Aviva, Legal and General, or Canada Life – companies you’re more likely to have heard of. We are working towards becoming the Employee Benefits provider of choice for working Britain.

General Summary:

To proactively manage and develop a customer care team to deliver successful, market leading, customer service and ensure that performance targets and objectives are achieved. To establish and maintain excellent working relationships with customers (both internal and external) in order to enhance Unum’s profile in the market. This position is intended to maximise the in-depth disability knowledge and technical claims management skills of incumbents.

Key Accountabilities:

  • Manage individual and team performance to ensure that they are capable and competent, exercising performance management consistent with corporate policies and procedures.
  • Lead, coach and develop the team to ensure they maintain competence and their development needs are proactively identified and addressed.
  • Maintain effective staffing levels at all times in order to meet volume demand, quality and time-bound targets

Claim Management

  • Proactively review files to assess quality, service and compliance.
  • Support team level efforts related to inventory management.
  • Validate that claim procedures and practices followed to ensure appropriate risk decisions are made.
  • Validate policy coverage and claim information and obtain input from department resources to determine that the appropriate actions have been taken on each claim with a minimum of supervision.
  • Utilise appropriate resources, as needed, to ensure that thorough, fair, and objective decisions are made.
  • May perform other duties as assigned.

Peer Review/Feedback/Mentoring

  • Assist CCTM in developing and building in-depth technical expertise in the disability benefits team through mentoring and sharing feedback resulting from file reviews including claim validations.
  • Assist with training initiatives as needed, mentor claims personnel. (e.g., serve as a Subject Matter Expert and/or mentor to new hires during formal training program)
  • Serve as a change agent; serve as a role model for continuous improvement.
  • May perform other duties as assigned.

Quality Analysis

  • Assist CCTM in enhancing organisational performance through ensuring quality of claim documentation and decision rationale. (e.g. Peer file review/segmentation review)
  • Conduct proactive file reviews to assess quality and compliance.
  • Provide feedback to Claims Management Specialists and CCTM on quality of specific claim documentation and decision rationale.
  • Partner with leadership team and business partners (e.g. ICA, Appeals, QA) to provide quantitative and qualitative feedback on overall quality of claim documentation and decision rationale.
  • May perform other duties as assigned.
  • Ensure the continued protection of Unum’s information, by following all applicable Information Security policies and procedures and by reporting suspected weaknesses in information security controls to the Information Security Officer.
  • Embed and contribute to the Conduct Risk Framework, wider Solvency II systems of governance principles, Treating Customers Fairly requirements and the Risk Management Framework as it applies to the role and divisional activities and drive improvements as required. 
  • Comply with Unum’s Code of Conduct and other Company Policies and Procedures as appropriate.

Behavioural Competencies:

  • Delivers Results
    Sets high goals for self and team; ensures day to day activities of others are aligned to achieve team and area goals; uses effective measurements to monitor progress against those goals; holds individuals accountable for results.
  • Builds Talent
    Takes bold action to ensure strong, diverse talent and leadership pipeline in place to meet our aggressive business goals. Develops, coaches and engages people to higher levels of performance.
  • Makes Effective Decisions
    Applies critical thinking to make good fact-based decisions with a sense of urgency after assessing potential business implications holistically; shows good judgment in options selected.
  • Strong Business Acumen
    Applies broad business understanding of internal and external trends and financial considerations to leverage business process and technology opportunities, meet evolving customer needs, and ensure successful implementation of unit/area plans.
  • Engages Employees in Implementing the Vision
    Inspires individuals toward higher levels of performance; fosters commitment to organization's mission; ensures that others understand their role in achieving area and business priorities.
  • Values Driven
    Interacts with others, internally and externally, in a way that gives them confidence in one's intentions and those of the organization; operates with highest integrity/ethics; demonstrates strong support of our communities.

Required Knowledge and Skills:

  • Demonstrated success in managing highly complex claims.
  • Mastery of CMS role.
  • Proven ability to successfully mentor others.
  • Proven ability to influence others.
  • Strong attention to detail.
  • Ability to manage multiple, competing priorities successfully
  • Strong decision making and problem solving skills.
  • Strong demonstration of partnership skills with internal and external representatives and resources.
  • Exceptional written and oral communications.
  • Superior analytical skills with an understanding of the business needs in the organization.
  • Demonstrated ability to translate data analysis into specific actions that improve individual and organizational performance

Training Requirements:

  • Compulsory annual training including money laundering, data protection, disability discrimination and complaint handling.
  • Ongoing departmental development sessions including Management Development Programme sessions

Minimum entry criteria:

  • Commensurate level of claims experience required
  • Demonstrated success in managing highly complex claims.

Qualifications: (if appropriate)

  • Degree level educated or equivalent

This is a great opportunity to work for a UK subsidiary of a global organisation, we look after our employees, offer a great work-life balance, generous benefits, a professional challenge and fantastic career opportunities.


Unum UK


Milton Court
About Dorking