Deployment Team Leader

Job title:
Deployment Team Leader

Department:
Customer Experience

Location:
Huddersfield

Hours:
40 hours per week

Salary:
£30,000 - £32,000 per annum

We're looking for a Deployment Team Leader to be part of our success story

.**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies

.**Great career development opportunities – grow with us

**.

About the ro**

leA Deployment Team Leader is responsible for the day-to-day management of the claims centre deployment team, overseeing the duties of Customer Service Advisors with an emphasis on proactive conversion and deployment of all repair opportunitie

s.The role of the Deployment Team Leader is to ensure all potential accident assistance related enquiries and repair instructions are converted into repairs and to subsequently deploy to the most suitable repairer and/or mobility provider, in accordance with the business and client SLA

s.They are also responsible for ensuring that all system and data requirements are updated and maintained promptl

y.At all times, the Customer Services teams are responsible for delivering excellent customer service

**s.

Key responsibilit**

• iesEnsuring the deployment of all repair instructions to the most appropriate and suitable repairer in accordance with workstream parameters and client SL
• As.Identifying and converting opportunities to sell 'Avant repair services' to ensure repair opportunities are maximis
• ed.Ensuring all accident management claims are referred to agreed partners in line with targets and SL
• As.Resource planning to ensure the deployment Team deliver business requiremen
• ts.Delegation and distribution of workload to ensure client SLAs are achiev
• ed.Daily monitoring of all inbound calls, digital enquiries and repair instructions to ensure they are answered and actioned in accordance with client SLA
• 's.Performance management of team members to deliver resul
• ts.Implementation of training and progression plans to improve business and individual performan
• ce.Ensuring professional behaviour at all times in line with company guidelin
• es.To implement best practice in delivering excellent customer servic
• es.To coach and mentor staff providing the relevant training as requir
• ed.Adherence to Avant's Customer Service Advisor best practice guidan
• ce.Effective liaison with other departments in the busine
• ss.To respond and resolve enquiries and problems related to clai
• ms.To assess problems, judging when to pass complex queries on to colleagues or manage
• rs.To respond to email enquiries from multiple sources and mailbox
• es.Undertaking general claims tasks and administration as requir

**ed.

Skills and experi**

• enceAt least two years' experience operating at a supervisory level or above within a claim's centre/call cen
• tre.Understanding of motor insurance processes and the end-to-end customer claims proc
• ess.Problem-solving skills with the ability to adopt a logical approach to resolving probl
• ems.Previous experience within a Customer Services r
• ole.Proficiency in working to service levels and performance measu
• res.Experience in a work environment that required collaboration across work gro
• ups.Escalation managem
• ent.Excellent interpersonal and customer service ski
• lls.Excellent telephone and communication ski
• lls.Good listening ski
• lls.Good organisational and time management ski
• lls.The ability to work well under press
• ure.Good numeracy and liter
• acy.The ability to prioritise and manage your own workload to meet business requireme
• nts.Experience of working towards deadlines and performance objecti
• ves.Basic knowledge of Microsoft Office packa

**ges.

Additional (desir**

• able)Knowledge of motor claims management and body re
• pair.Proven experience of working within a technical claims' environ
• ment.Negotiation, questioning and decision-making sk
• ills.Sound initiative and the ability to adapt quickly to different situat
• ions.A good eye for de
• tail.Good report-writing sk

**ills.

Be**

• nefits33 days holiday (including bank hol
• idays)Personal health cash plan – claim back the cost of things like dentist and optical che
• ck upsEnhanced maternity / paternity / adoption / shared parent
• al payLife assurance: three times basic
• salaryFree breakfasts and
• fruitBirthday surprise for ever

**ybody

What you can expect**

from usAt Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to s

ucceed.From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we apprecia

te you.A bit a

bout usNamed by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nati

onwide.We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterb

orough.We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair pa

rtners.Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and sup

**pliers:

P**
urpose: Make someone's bad da

y bette

• r

Values:Make it happen – Be accountable. Take the initiative, work fast, and do a g
- reat job.Strive for better – Be bold. Challenge the norm – make small improvemen
- ts often.Win together – Be a team-player. Win together, learn together, respect ea

ch other.