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Claims Team Manager
3 months ago
37K PA Plus 3K Annual Bonus
THIS IS A HYBRID ROLE WORKING 3 DAYS PER WEEK IN THE OFFICE AND 2 REMOTELY.
As a Claims Team Manager in a busy, fast paced 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
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.
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 - this is essential
- 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, the organisation will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.
You will provided 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 a company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social responsibility days. Interest free season ticket loans.
