English Team Leader

6 days ago

Tonbridge, Kent, United Kingdom Trinity Claims Full time

**Job Summary**

Trinity Claims is a leading claims management company seeking an experienced Team Leader to join our household claims handling team. As a Team Leader, you will be responsible for inspiring, mentoring, and managing a team of circa ten people to provide world-class claims handling and management services.

**Key Responsibilities**

  • Plan and manage team resources to ensure adequate availability for handling incoming calls and team claims portfolio.
  • 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.

**Requirements**

  • Previous experience of working as a team leader in an insurance contact centre environment.
  • At least 2 years experience in a household insurance claims handling role, with leadership potential.
  • At least 2 years experience as a team leader in a customer service contact centre environment, with strong man-management skills.
  • Secondary education with qualifications in Maths and English.

**Benefits**

  • 25 days Annual leave plus statutory holidays.
  • Free on-site parking.
  • Free on-site breakfast bar.
  • Discretionary performance-related bonus.
  • Life insurance cover.
  • Enhanced company pension scheme.
  • Cycle to Work Scheme.
  • Employee of the month & employee of the year awards.
  • Refer a Friend scheme.
  • An extra day's holiday for your birthday.
  • Paid volunteering/charity day a year.
  • Support in your development and wellbeing, including an Employee Assistance Program (EAP).
  • Eye test vouchers.
  • Training and development opportunities at all levels through Trinity Academy and Apprenticeship programs.
  • Social events.

**Company Information**

Trinity Claims is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.

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