Complex Support Team Leader

4 days ago

Tonbridge Kent, 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

  • Complex Support Team Leader

    4 weeks ago

    Tonbridge, United Kingdom Trinity Claims Full time

    Company Overview . Who we areTrinity 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...

  • Complex Support Team Leader

    4 weeks ago

    Tonbridge, United Kingdom Trinity Claims Full time

    Job Description 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...

  • Complex Support Team Leader

    4 weeks ago

    Tonbridge, United Kingdom Trinity Claims Full time

    Company Overview . Who we areTrinity 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...

  • Complex Support Team Leader

    4 days 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...

  • Complex Support Team Leader

    4 weeks ago

    Tonbridge, United Kingdom Trinity Claims Full time

    Company Overview . Who we areTrinity 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...

  • Complex Support Team Leader

    2 weeks ago

    Tonbridge, United Kingdom Trinity Claims Full time

    Company Overview . Who we areTrinity 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...

  • Team Leader

    6 months ago

    Kent, United Kingdom Choice Support Full time

    Location Kent & Medway - Medway - Contract Permanent - Hours Full-time - Salary £28,907.61 per annum - Closes 12/11/23 We are seeking a Team Leader for our mental health supported living service’s in Medway. **About the role**: This is an exciting opportunity for a motivated, enthusiastic and forward-thinking individual to work with a small established...

  • Team Leader

    4 weeks ago

    Tonbridge, Kent, United Kingdom Voyage Care Ltd Full time €14

    Team Leader -Tonbridge- £13.80 ph Typical Shifts are: 7am-2.30pm, 2.30pm-10pm / 2.30pm-9.30pm, 7am-9.30pm 10pm-7am Sleep in Join Voyage Care and Feel Valued, we reward your dedication with: Enhanced evening and weekend pay at an additional 50p per hour (Ts & Cs apply) Premium overtime rates at an additional £1 per hour (Ts & Cs apply) Wagestream giving...

  • Assistant Team Leader

    6 months ago

    Kent, United Kingdom Choice Support Full time

    Location Kent & Medway - Bexley - Contract Permanent - Hours Full-time - Salary £22.977.24 - Closes 31/08/23 If you enjoy being outside, music, gardening, baking, and art, as well as supporting someone to 'live their best life', then please take a closer look. **About the role**: First and foremost, our goal is to provide fantastic opportunities and...

  • Team Leader

    4 weeks ago

    Tonbridge, United Kingdom CV-Library Full time

    Team Leader - * Tonbridge * £13.80 ph * Typical Shifts are: 7am-2.30pm, 2.30pm-10pm / 2.30pm-9.30pm, 7am-9.30pm 10pm-7am – Sleep in Join Voyage Care and Feel Valued, we reward your dedication with: * Enhanced evening and weekend pay at an additional 50p per hour (Ts & Cs apply) * Premium overtime rates at an additional £1 per hour...

  • Team Leader

    4 weeks ago

    tonbridge, United Kingdom Voyage Care Ltd Full time

    Team Leader -Tonbridge- £13.80 phTypical Shifts are: 7am-2.30pm, 2.30pm-10pm / 2.30pm-9.30pm, 7am-9.30pm 10pm-7am Sleep in Join Voyage Care and Feel Valued, we reward your dedication with: Enhanced evening and weekend pay at an additional 50p per hour (Ts & Cs apply) Premium overtime rates at an additional £1 per hour (Ts & Cs apply) Wagestream giving...

  • Team Leader

    4 weeks ago

    Tonbridge, United Kingdom Voyage Care Full time

    Team Leader -Tonbridge- £13.80 ph Typical Shifts are: 7am-2.30pm, 2.30pm-10pm / 2.30pm-9.30pm, 7am-9.30pm 10pm-7am Sleep in Join Voyage Care and Feel Valued, we reward your dedication with: Enhanced evening and weekend pay at an additional 50p per hour (Ts & Cs apply) Premium overtime rates at an additional £1 per hour (Ts & Cs apply) Wagestream...

  • Team Leader

    4 weeks ago

    Tonbridge, United Kingdom CV-Library Full time

    Team Leader -Tonbridge- £13.80 ph  Typical Shifts are: 7am-2.30pm, 2.30pm-10pm / 2.30pm-9.30pm, 7am-9.30pm 10pm-7am – Sleep in   Join Voyage Care and Feel Valued, we reward your dedication with: •    Enhanced evening and weekend pay at an additional 50p per hour (Ts & Cs apply) •  ...

  • Team Leader

    1 month ago

    Dover, Kent, United Kingdom Voyage Care Ltd Full time €13

    Team Leader - Dover £12.60 Must be a driver due to working across multiple services Join Voyage Care and Feel Valued, we reward your dedication with: • Enhanced evening and weekend pay at an additional 50p per hour (Ts & Cs apply) • Premium overtime rates at an additional £1 per hour (Ts & Cs apply) • Wagestream – giving you the flexibility to...

  • Team Leader

    1 month ago

    Rochester, Kent, United Kingdom Voyage Care Ltd Full time €13

    Team Leader - Rochester - £12.82 per hour Typical Shifts are: Waking Nights 21:30 – 07.15 - Days no less than 7.5 hrs. per shift – long days 7.00 AM – 21.45 Mornings 7-2.30 or Afternoons 2.15 until 21.45 (shorter shifts) Join Voyage Care and Feel Valued, we reward your dedication with: • Enhanced evening and weekend pay at an additional 50p per...

  • Production Team Leader

    2 weeks ago

    Tonbridge, United Kingdom Pioneer Selection Ltd Full time

    Job Title: Production Team Leader Location: Tonbridge, Kent  Salary: Starting at £35,000, rising to £38,000 Shift Pattern: 4 on / 4 off Days About the Role: We are seeking an experienced Production Team Leader to join our team and drive operational excellence on a 4 on / 4 off days shift pattern. With a competitive starting salary and the opportunity...

  • Production Team Leader

    4 weeks ago

    Tonbridge, United Kingdom CV-Library Full time

    Job Title: Production Team Leader Location: Tonbridge, Kent  Salary: Starting at £35,000, rising to £38,000 Shift Pattern: 4 on / 4 off Days About the Role: We are seeking an experienced Production Team Leader to join our team and drive operational excellence on a 4 on / 4 off days shift pattern. With a competitive starting salary and...

  • Production Team Leader

    3 weeks ago

    Tonbridge, United Kingdom Pioneer Selection Ltd Full time

    Job Title: Production Team LeaderLocation: Tonbridge, Kent Salary: Starting at £35,000, rising to £38,000Shift Pattern: 4 on / 4 off DaysAbout the Role:We are seeking an experienced Production Team Leader to join our team and drive operational excellence on a 4 on / 4 off days shift pattern. With a competitive starting salary and the opportunity for...

  • Operational Team Leader

    6 months ago

    Tonbridge, United Kingdom Hever Care Limited Full time

    _This role is not eligible for sponsorship._ **We are seeking a local care leader to join our team on a part-time basis, based in Tonbridge.** Our Operational Team Leader will work closely with all users of our services and their families, friends, and carers. Our Team Leader will be expected to be kind and responsive, but professional and informative and...

  • Production Team Leader

    4 weeks ago

    Tonbridge, United Kingdom Pioneer Selection Ltd Full time

    Job Title: Production Team LeaderLocation: Tonbridge, Kent Salary: Starting at £35,000, rising to £38,000Shift Pattern: 4 on / 4 off DaysAbout the Role:We are seeking an experienced Production Team Leader to join our team and drive operational excellence on a 4 on / 4 off days shift pattern. With a competitive starting salary and the opportunity for...