UK- Crawford Team Lead
1 week ago
Position Summary
This role is to handle claims and support the team leader within the day-to-day operation of the team – including productivity, audits, coaching, and mentoring of staff.
Functional Knowledge
- Extensive knowledge of the insurance market, the basic insurance principles, and the ability to apply them.
- Extensive knowledge and understanding of standard policy terms and market variations.
- Good understanding of Client SLA compliance/productivity/quality requirements.
- Good understanding of FSA procedures and TCF initiative.
General Background, Experience & Professional Qualifications
- Insurance experience required.
- Team player.
- Customer service experience.
- Excellent and proven communication skills.
Key Responsibilities
- Assist the Team Leader in managing the client relationship effectively by ensuring the team understands client requirements, delivers to SLAs, and achieves KPIs.
- Assist the Team Leader in creating and utilizing quantitative and qualitative MI to monitor and drive standards of performance within the team.
- Contribute to the operational plan for the team through effective planning and organization of personal and team's workload, ensuring productivity targets are achieved.
- Act as a role model for the team by demonstrating and clearly communicating the core values and vision of the team.
- Ensure the team is fully compliant with Company policy and procedure and external regulatory requirements.
- Act as a customer champion by monitoring standards of call performance and seeking feedback to enhance the customer journey.
- Actively share knowledge with peers to develop oneself and others and to act as a role model in appropriate situations (new starters).
- Assist the Team Leader with Internal audit procedures and the development of appropriate plans to ensure continuous improvement.
- Formulate, allocate (and/or participate in) projects as and when required and ensure they occur within timescales and company/client requirements.
Behaviours
- Builds and maintains positive working relationships within own team and across teams, breaking down silos.
- Behaves in a strongly customer-focused way to ensure development and maintenance of client and customer relationships.
- Communicates effectively by sharing, listening, and exchanging information.
- Inspires and energizes others by taking the initiative to make things happen.
- Demonstrates a proactive solution-focused approach to problem-solving.
- Creates a positive learning environment in which the team is motivated to learn and develop.
- Champions and drives change to improve ways of working and respond to changing business priorities.
Skills
- Ability to work on own initiative.
- Ability to demonstrate attention to detail.
- Excellent customer service and communication skills.
- A positive attitude and a proactive approach to solving problems.
- Influencing skills in order to have a positive impact on team members.
- Excellent analytical and decision-making ability in order to analyze complex information correctly and make sound decisions to support business needs.
- Excellent organization skills to deliver high standards – time, cost, quality, efficiency, and value.
- Excellent written and verbal communication skills to communicate in a concise and open manner.
- Excellent customer service/client relation skills to manage relationships and provide effective dispute resolution.
In Addition
The jobholder will be required to carry out any other function or task that may be expected from them or assigned to them from time to time, within their span of knowledge and ability.
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