Customer Claims Team Leader
4 weeks ago
About Zego
We're a company that's changing the way people think about motor insurance. Our goal is to provide the lowest priced insurance for good drivers, and we're looking for a talented Claims Team Leader to help us achieve this.
As a Claims Team Leader at Zego, you'll be responsible for overseeing a team of Customer Claims Handlers. Your primary focus will be on managing the day-to-day operations of the team, ensuring that customer contacts are handled proactively and with a focus on quality and excellence.
Key Responsibilities:
- Lead, manage, and develop a team of Customer Claims Handlers, fostering a culture of excellence and continuous improvement.
- Set clear performance expectations, conduct regular reviews, and provide ongoing coaching and support to team members.
- Ensure the team operates efficiently, with well-defined roles, responsibilities, and objectives.
- Undertake regular 121 review sessions with team members, ensuring development plans and priorities are in place to drive continuous improvement.
- Own the strategy and team capacity planning, ensuring the right people are in the right place and the right volumes are coming through to the team.
Operational Management:
- Manage the daily operations of the Customer Claims team, working predominantly on the phones, including case assignment, workload distribution, and process optimisation.
- Develop and implement best practices for fraud detection, ensuring operational efficiency and effectiveness.
- Monitor key performance indicators (KPIs) to track team performance and identify areas for improvement.
We're looking for a dedicated and flexible individual to join our team. This position requires availability to work 40 hours per week, with a 5 out of 7 days per week shift schedule. You'll receive your work schedule in advance, and your shifts will be allocated within these hours based on business needs.
Training & Development:
- Identify training needs within the team and provide appropriate development opportunities to enhance skills and knowledge.
- Complete regular quality audits on calls.
- Stay up-to-date with the latest trends and techniques in delivering best customer service and fraud prevention, and ensure the team is informed of relevant updates.
What you'll need to be successful:
- Previous demonstrable experience within motor insurance.
- Great communication and organisational skills.
- Strong analytical skills.
- A continuous improvement mindset.
- Ability to work shifts between Monday to Sunday.
- Commitment to a 12 month Fixed Term Contract.
We believe in empowering our people to perform at their best. Our hybrid way of working allows for flexible home-working and collaborative face time in our Halifax office. We cover the costs for company-wide events and provide a separate hybrid contribution to help with travel costs.
We reward our people well, with a market-competitive salary, private medical insurance, company share options, generous holiday allowance, and a range of wellbeing benefits.
We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.
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