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Claims Manager
2 weeks ago
Location of work: Birmingham office Hybrid
Salary: up to £37,000.00 Depending on experience
Bonus: £3,500
Start date – ASAP
As a Claims Team Manager in a busy, fast paced travel claims department you will be responsible for leading, motivating and developing a team of Customer Claims Specialists which delivers outstanding experiences to customers each and every day, whilst ensuring that all performance targets and KPI’s are consistently met
You will act as point of contact for customer issue resolution and escalations, ensuring prompt and appropriate resolution to the customer. You will ensure best practice and processes are utilized within the Claims team and are aligned with the customer being at the heart of our what we do.
Hours:
This position is based on a 35 hour week on shift basis. Hours will be between 8am to 8pm Monday to Friday, 9am to 5pm Saturday. However, our business can be unpredictable and there will be times when we need you to work longer.
Our vision is to be renowned as the caring premium UK Assistance provider. We strive to deliver an exceptional customer experience at all points of assistance. To achieve this –
You will:
Have excellent communication skills which are essential when working in a shift environment
Complete PDP for your team, understand career ambitions and aspirations and assist with future development
Set SMART targets, spend time listening to calls and providing side by side feedback and guidance
Ensure employee records are maintained and one-to-one meetings are delivered on time
Deal with any employee relations issues which may arise
Handle all regulated complaints within the FCA complaint guidelines
Work with the quality auditors to understand any performance or productivity issues within your team.
About you:
At least 2 years experience leading a claims team
Experience of managing a team within a contact centre environment or similar
Experience within a claims.
Customer focused, results orientated and outcome driven
Ability to work effectively within a team environment where some reports are working remotely 24/7
Excellent leadership qualities & ability to delegate effectively
Commercially aware
Good standard of education
Strong knowledge of Microsoft office/in-house bespoke systems
Flexible and adaptable and happy to work shifts
Staff Benefits
You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.
In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.
We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.
Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.
Join us. Let's care for tomorrow.
Altitude-Recruitment Limited
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