Complex Support Team Leader

1 month ago

Tonbridge, United Kingdom Trinity Claims Full time

Company Overview . Who we are

Trinity Claims is a claims management company based in Tonbridge, that designs and delivers claims strategies to meet the needs of our partners. Our team consists of talented professionals with a proven track record in leading and delivering change in insurance companies. We have a leadership team dedicated to growing the business, with a family feel and a welcoming culture who are all focused on delivering the best services for our customers.


Role Overview. Why Join us

We want you to inspire, mentor and manage the team to provide world class, claims handling and management service. Reporting to our Complex Operations Manager you will be accountable and responsible for day-to-day operations of our Complex Support Team. Providing oversight, guidance and direction for the claims sat within the teams caseload and ensuring excelling customer service is delivered and in line with our internal Service Level Agreements.


Key Responsibilities & Accountabilities - What you will do:

  • Plan and manage the team resources to ensure adequate availability for handling incoming calls and team claims portfolio
  • Motivate and drive the team to improve productivity and engagement.
  • Manage and understand individual team members to ensure that each performs to the best of their ability and to minimum required standards
  • Mentor & develop team members to enhance their skills and capabilities.
  • Provide technical and job-related support to team members ensuring company standards, procedures and compliance are maintained
  • Monitor team performance to ensure that weekly SLA targets and other operational goals and KPI’s are met or exceeded.
  • Seek to ensure that the team meets all of its targets and accurately records relevant information in a manner which promotes our insurer clients’ brand values
  • Carry out monthly quality audits for the purpose of individual assessment and publication of team attainment
  • Carry out regular 1-2-1 meetings to discuss performance and behaviour and to carry out formal annual and half-yearly appraisals
  • Providing a high level of leadership within the claims handling team and delivering a first class claims handling and management service.
  • Liaise with HR regarding any disciplinary, performance or other HR issues with members of their team & maintain staff records in line with company guidelines.
  • Represent the team at management meetings, and brief the team appropriately
  • Provide input to the development of the business, including system, process and supplier management
  • To undertake any individual or team task or activity reasonably requested and in line with the company values.


What you will need to succeed:

  • Capability to vary approach in order to get the best out of each member of the team and the team as a whole.
  • Excellent verbal and written communication skills
  • Good organisational skills
  • Accuracy and attention to detail
  • Tact and assertiveness when dealing with customers who may be distressed or angry
  • Ability to work well under pressure and meet deadlines
  • PC literate with good administrative skills.
  • Ability to take on increased ownership and responsibility when necessary.
  • Helpfulness and a passion for customer service
  • High energy levels
  • Positive approach
  • Team player
  • Drive and enthusiasm for meeting targets
  • Empathy and understanding
  • Confidence & a professional attitude


Experience / knowledge

  • Previous experience of working as a team leader in an insurance contact centre environment; or
  • At least 2 years experience in a household insurance claims handling role, with leadership potential; or
  • At least 2 years experience as a team leader in a customer service contact centre environment, with strong man-management skills


Qualifications

  • ‘A’ Level qualifications with secondary education in Maths and English, or demonstrable ability in numeracy skills & written English.
  • Degree-level education desirable but not essential

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