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English Leader

2 months ago

Tonbridge, Kent, United Kingdom Trinity Claims Full time
Job Description

**About Trinity Claims**

We are a leading claims management company dedicated to delivering exceptional claims handling and management services to our partners. Our team of talented professionals is passionate about providing world-class customer service and driving business growth.

**Job Summary**

We are seeking an experienced Claims Team Manager to lead our household claims handling team. As a key member of our leadership team, you will be responsible for planning and managing team resources, monitoring performance, and ensuring that our insurer clients' brand values are met.

**Key Responsibilities**

  • **Team Leadership**: Plan and manage the team's resources to ensure adequate availability for handling incoming calls and team claims portfolio.
  • **Performance Monitoring**: Monitor team performance to ensure that weekly SLA targets and other operational goals and KPI's are met or exceeded.
  • **Quality Assurance**: Carry out monthly quality audits for the purpose of individual assessment and publication of team attainment.
  • **Coaching and Development**: Carry out regular 1-2-1 meetings to discuss performance and behavior and to carry out formal annual and half-yearly appraisals.
  • **Leadership and Management**: Provide a high level of leadership within the claims handling team and deliver a first-class claims handling and management service.
  • **HR Liaison**: Liaise with HR regarding any disciplinary, performance, or other HR issues with members of their team and maintain staff records in line with company guidelines.
  • **Representation**: Represent the team at management meetings and brief the team appropriately.
  • **Business Development**: Provide input to the development of the business, including system, process, and supplier management.

**Requirements**

  • 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.

**Benefits**

  • Free breakfast (when working at the Tonbridge site).
  • Performance-based bonus.
  • Cost of Living salary review every October.
  • Employee of the month and employee of the year awards.
  • Refer a Friend bonus of £750 per placement.
  • We have 25 days of holiday a year, plus Bank Holidays.
  • Company sick pay scheme (1 week per 1 year of service, total up to 12 weeks full pay).
  • 1 fully paid charity day a year.
  • Employee Assistance Program (EAP) – for you and your immediate family.
  • Life insurance for employees between the age of 18 and 66 years old, 4x salary, starting on the first day of employment.
  • Enhanced pension contribution options.

**Equal Opportunities Employer**

We are proud to be an equal opportunities employer and do not tolerate discrimination or harassment of any kind based on race, religion, sexual orientation, gender, age, disability, or any of the characteristics protected by law.