Customer Relations Team Manager
5 days ago
This successful and established Insurance Claims handler based in Tonbridge, Kent has been established to provide various major insurance providers with an effective and cost-efficient partner for handling Household and Motor Insurance claims from startthrough to settlement and providing a high level of customer service to all policy holders. Due to ongoing expansion my client is currently seeking a Customer Relations Team Manager to inspire, mentor and manage a Household, Motor and Commercial complaintshandling team, to provide world class, complaint handling and complaint management service.
**This role requires an experienced complaint manager with some experience in the FCA requirements around complaint handling coupled with Insurance Claims handling experience and team management skills.**
**Duties**
- Answers team member questions, assisting with technical problems and overseeing all teamwork for quality and guideline compliance.
- Plan and manage the team resource to ensure adequate availability for handling incoming complaint and existing cases.
- Maintain and develop the complaint process in line with FCA rules.
- Feedback to business leaders Root Cause Analysis and work with business departments to make changes to process to prevent complaints.
- Carry out 1-2-1 meetings to discuss performance and behaviour and complete formal annual appraisals.
- Develops strategies to promote team members, with adherence to company policy and in line with the Salary Step plan and individual performance goals
- Monitor team performance to ensure that deadlines are meet and service standards upheld.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Ensure that all training and development needs for the team are met.
- Lead team meetings to update members on best practices and continuing expectations
- Responsibility for all elements of FOS handling including devising business strategy.
- Management of hiring processes and new team member training
- Provides high quality customer service and complaint handling including interacting with customers and handling more escalated or more complex complaints.
**Benefits**
- Salary to £38K + Annual Bonus of up to £3800
- Hybrid Role following initial training
- 22 Days Holiday
- Free Parking
- Pension
- Hours are 9.00am - 5.30pm, Monday - Friday however this can be flexible
This is an excellent opportunity to join a successful local employer that will offer competitive rewards and excellent opportunities for ongoing and future career progression.
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