Daniel came from a large insurance company with a view to grow an in-house insurance team. It’s been full of challenges, notable achievements and plenty of reward. He’s proud of how the team’s developed and is looking towards improving the service offering even more in the coming years.
What were you doing before joining Lidl?
I worked at a large insurance company for a number of years, before joining Lidl in 2014 to help grow the insurance department. The aim was to increase our knowledge and improve our service so that when we’re dealing with claims made against Lidl, we're dealing with them in the right way. It’s about treating customers fairly, but also ensuring that as a company, and as a department, we are making the best and correct decisions.
Can you give a brief overview of your role?
As team manager, I’m responsible for overseeing all liability decisions, customer complaints resolution and review of high value liability claims. I also oversee negotiations with regards to renewals of premiums, ensuring we get the best price for our local policies and getting the best deal for us – be it for 12 months or 24 months – so that it covers us the relevant insurable risks. Whether that's for our motor vehicles, as we have a large fleet; ensuring that our employees are fully covered for the activities they undertake; covering customers should they trip on a wet floor or even property damage to a mixed development. Deals need to be accurate and offer us the best policy cover for the best price.
How many in the team?
There's five of us in the team. It's quite a multi-skilled environment and the main priority for us is teamwork. Especially when there are insurance trends – for example – when there’s an issue with a particular store. That has to be flagged, as everyone needs to be aware of what everyone else is doing.
What qualities do you need to do well in insurance?
It's fast paced. We need to investigate very quickly and we work to strict deadlines. People need to be willing to build up their knowledge, as there are quite a few insurance policies and some are quite complex. You need to be confident, you need to be assured and you need to have the right telephone manner when you're speaking to a customer, especially if it's a complaint.
What do you enjoy most about it?
I have a great team that works well together and works hard. And I like that we make the right decisions, whether it's a positive or negative one.
What’s been your biggest achievement?
We had a high-value claim made against us which went to court and I gave witness evidence on behalf of Lidl which was a daunting experience. It was very enlightening too. It built my confidence as it allowed me to express myself and us as a department. And we won.
Has Lidl lived up to your expectations?
Yes. I knew it'd be a challenge because I joined as manager of a team that was always looking to grow and improve. We’ve changed from an old claim system to a new claim system which allows us to be paperless. We've had a few claims that have gone to court and we've won. And we have a high denial rate which is above industry standard. I feel challenged on a daily basis, but it’s paid off. The team respects me and comes to me for advice. I’ve felt my confidence grow.
What about your work life balance then?
It's brilliant. Lidl is a very flexible company. I have three children, so I need to be flexible in relation to childcare. They’ve been very, very helpful, I’m grateful to have had Line Managers who have always been very supportive.
What about your training and development?
Whether it’s online, reading materials or a two-day course, there’s plenty of training available if you need and want it. When I first joined I spent two weeks in store. I've also had management training and I’ve got further training for recruitment, as well as health and safety.
What does the future hold for you?
Hopefully one day, I’ll be a head of the department. I just want to see myself grow and hopefully I can be the best I can here. I feel that Lidl gives me the opportunity to do that.
What would you say to someone who was thinking of working here?
We are a growing company. You have to be up for the challenge, but you will be supported and rewarded well. There’s lots of opportunity, great camaraderie, great teamwork, and a clear focus.
And what about the culture?
The culture is great. Lidl as a whole is multi-cultural. We work well with different ethnicities and different languages. It's an English department, but we have German speakers throughout different regions and departments.
Can you find four words to describe Lidl?
Teamwork; dynamic; growth and rewarding.