Team Leader- Customer Service/claims

2 weeks ago


Haywards Heath, United Kingdom Collinson Full time

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**Role purpose**:
The role of the Team Leader is required to take responsibility and accountability for the service delivery of Travel Claims for our clients.

To lead various aspects of the learning process, spanning from learning needs analysis to post implementation review, coaching and on-the-job support for the Travel Claims Teams.

**Key Responsibilities**:

- Responsible for the direct management and performance of all members of the team for all leisure claim handling activity.
- To deliver according to the client SLAs, i.e. achieve optimum quality service; ensure complaints are logged within regulatory timelines, answer calls within agreed time and minimum touches on claims.
- Responsible for the management of day to day work including being the referral point complaints and client queries.
- Take calls at any level to ensure service level is achieved on a day to day basis
- Highlight issues and opportunities and make recommendations that may best boost productivity, results and motivation
- Ensure that all communication is done in a professional manner
- Foster an exceptional understanding of the client’s business and the contact centre’s fit with the business
- Ensure monthly agent communication is in a formalised environment
- Provide training and development opportunities for agents
- Facilitate coaching sessions and provide follow up support to agents
- Update and maintain training records and reports in a timely manner in line with L&D best practice
- Provide results/feedback and coaching to agents and managers as appropriate to ensure continuous improvement/customer outcomes; formally and informally.
- Ability to work towards and set KPI’s and goals.
- To lead and educate the operational teams on core technical functions including, but not limited to: Medical Reports, Retrospective medical screening, and complex/high cost case support
- Working closely with the Operations Manager and other internal colleagues to create, build and drive a superior Customer Experience culture within the team throughout all customer interactions
- Show flexibility and actively support and drive ad hoc projects, tasks and assignments according to new and changing business requirements
- To promote the best image of the Company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures.
- Demonstrate discretion and confidentially due to visibility of sensitive information.

Knowledge, skills & experience required:

- Demonstrated strong leadership skills with ability to manage medium to large groups of people
- Successful ongoing management of a modern day teleclaims service delivery
- Ability to create and manage claim tracking process in order to manage resources and output against core SLA targets (Teleclaims & Paper claims)
- Proven track record of having coaching/training responsibility with a claims teams
- High degree of technical competency is essential
- Ability to adjust claims assessment approach in line with variety of Underwriters philosophies
- Strong presentation, communication and facilitation skills
- Ability to manage complex issues to promote satisfactory problem resolution
- Time/Self-management skills with ability to multi-task organize and prioritize
- C


  • Claims Team Leader

    2 weeks ago


    Haywards Heath, United Kingdom ManyPets Full time

    **About Us**: We love pets - which is why we're on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We've helped over half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are...


  • Haywards Heath, United Kingdom Collinson Full time

    Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering...


  • Haywards Heath, United Kingdom Collinson Full time

    Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering...

  • Customer Service

    2 months ago


    Haywards Heath, United Kingdom Collinson Full time

    **_ The role:_** The purpose of the role will be to deal with inbound sales, customer service & claims calls and claims assessment, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. There may also be a requirement to make outbound calls. To provide verbal and written advice to customers...


  • Haywards Heath, United Kingdom Omni Group Full time

    **Customer Service Team Leader - Haywards Heath** **Who we are looking for** Are you passionate about coaching, supporting, and developing a high performing team? An exciting opportunity has opened for a Customer Service Team Leader to grow, expand, and develop with a leading pet insurance provider as they develop their brands across the UK, offering...


  • Haywards Heath, United Kingdom First Central Full time

    **We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.** With 2023 fully underway we are building a bigger future by creating a NEW contact centre team who...


  • Haywards Heath, United Kingdom Flexible Solutionz Full time

    My client is a leading insurance services company. Thy are looking for a skilled team leader to join their customer service team based at modern offices in the centre of Haywards Heath. The role will involve management of a team of customer service executives within a regulated financial services environment, day to day coaching and mentoring, performance...


  • Haywards Heath, United Kingdom Flexible Solutionz Full time

    My client is a leading insurance services company. Thy are looking for a skilled team leader to join their customer service team based at modern offices in the centre of Haywards Heath. The role will involve management of a team of customer service executives within a regulated financial services environment, day to day coaching and mentoring, performance...


  • Haywards Heath, West Sussex, United Kingdom First Central Full time

    We're First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.With 2023 fully underway we are building a bigger future by creating a NEW contact centre team who will be...


  • Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

    We are First Central Insurance & Technology Group (First Central). We are a forward-thinking insurance company that is a leader in the market. Our mission is to safeguard the things that are dear to our customers, allowing them to focus on what truly matters in their lives.We are heavily data-driven. Data is the beating heart of our excellent distribution,...


  • Haywards Heath, United Kingdom First Central Insurance Management Ltd Full time

    We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.  Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data...


  • Haywards Heath, United Kingdom First Central Insurance Management Ltd Full time

    We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.  Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data...

  • Claims Processor

    2 months ago


    Haywards Heath, United Kingdom Collinson Group Full time

    Collinson Group is a global leader in shaping and influencing customer behaviours to drive revenue and value for clients. The group offers a unique blend of industry and sector specialists who together provide Market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits, Insurance and...


  • Haywards Heath, United Kingdom Collinson Group Full time

    Hybrid working ( 2 days in office ) - Role will be full time in our Haywards Heath during training period and then Hybrid* Monday - Friday 9-5pm **Job Description**: To handle all complaints received in accordance with regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any...

  • Customer Team Leader

    4 weeks ago


    Haywards Heath, United Kingdom Coop Full time

    Customer Team Leader Location: 22/28 Middle Village, Bolnore Village, Haywards Heath, RH16 4GH Pay: £11.00 per hour + great benefits Contract: 24 hours per week + regular overtime, permanent, part time Working pattern: 3 varied shifts over 7 days including early mornings at 6am, afternoons, late evenings until 10pm and weekends, to be discussed at...

  • Fraud Team Leader

    3 weeks ago


    Haywards Heath, United Kingdom First Central Services Full time

    Location: - Haywards Heath - Salary: - from £37,000 depending on experience - Department: - Customer & Operations We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. Data drives us. It...

  • Customer Service

    4 weeks ago


    Haywards Heath, United Kingdom Vermelo RPO Full time

    **Third Party Claims Handler** **Responsibilities** - Managing a caseload consisting of Third Party Property Damage claims in accordance with the Markerstudy claims philosophy, claims handling procedures and service levels. - Adhering to agreed personal authority limits, referring to line manager for authorisation where activity exceeds such limits. -...

  • Fraud Team Leader

    3 weeks ago


    Haywards Heath, United Kingdom First Central Full time

    **We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.** Are you looking for a new career with a fast-growing, dynamic company? Well look no further! We need...


  • Haywards Heath, United Kingdom Chapter2 Full time

    Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering...


  • Haywards Heath, United Kingdom First Central Full time

    **We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.** Are you an experienced **Team Leader** with extensive **Motor Claims** knowledge? Do you have a...