Deputy Team Leader

Department:
Legal

Location:
Bolton

Description
The Deputy Team Leader will assist the team leader in the achievement of team targets and operational measures including management of junior team members. The role will also involve assisting the Team Manager in delivering quality of service and client service compliance. In addition, the Deputy Team Leader will handle a caseload (c.100) of complex motor claims.

You must be qualified in order to be successful in the selection process.

Key Responsibilities
The Deputy Team Leader will report directly to the Team Manager.

Duties may include but are not limited to:

• Claims handling and technical supervision
• Handle c.100 motor damage claims
• Review and allocate new claims, ensuring strategies are set and initial reserves are appropriate having regard to the value and complexity of the case
• Approve payments within their financial authority levels
• Complete peer reviews for CH1, CH2 and CH3's, provide constructive feedback and highlight any training needs to Team Manager
• Refer files to litigation as and when needed, record reasons & attend litigation feedback meetings in Team Manager absence
• Assist with internal auditing
• Undertake reviews for files handled by CH1s and CH2s to ensure individual team members attain the required quality standards
• Assisting with team management and compliance
• Complete weekly stats and plan for the week as and when required in the absence of Team Manager
• Assist Team Manager to ensure the team is kept up to date with internal and external developments, including participation in regular team meetings
• Assist with team motivation and engagement
• Be flexible in approach, determined and willing to work outside normal office hours where required
• Assist Team Manager to ensure the team create and maintain accurate claims management system records
• Hold regular 1-2-1s with CSAs, CH1s and CH2s to maximise performance and to acknowledge good performance
• Use appropriate systems to monitor CSA, CH1 and CH2 performance, productivity, sickness and holidays
• Support Team Manager in managing unsatisfactory performance of individuals within the team, liaising with HR where appropriate
• Assist in the completion of Performance Reviews in a fair, consistent and timely manner
• Assist in the recruitment of claims handlers and support staff when requested
• Assist with training and supervision of new starters
• Assisting with Client service Delivery
• Review and action client inboxes on a daily basis
• Contribute to client review meetings as and when required
• Assist with client queries as and when required
• Support Team Manager to ensure compliance with client specific protocols, SLAs and KPIs
• Assist in external client audits

Working Hours

35 hours per week

Monday-Friday 9am-5pm with 1 unpaid hour for lunch.

Skills, Knowledge and Expertise

• Highly developed knowledge of processes, systems and procedures
• Strong technical knowledge of Motor claims
• Excellent analytical and problem solving skills
• Excellent understanding of client protocols
• Excellent communication skills
• Ability to utilise interpersonal skills to influence and negotiate
• Excellent organisational skills
• Able to initiate and maintain business relationships
• Shows commercial awareness in understanding of the market and industry
• Demonstrates a passion for the business and their role

Benefits

• Davies Incentive Plan
• 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
• Family Cover Private Medical Insurance (Bupa) - will automatically be at single cover level but can opt into family option within first month of joining.
• Simply Health Care Cash Plan
• WeCare – 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
• Death in Service
• Critical Illness Cover
• PHI/Income Protection (Private health insurance)
• Pension Contribution based 5% Employee / 3% Employer
• Employee Resource Groups
• Employee Volunteering Programme
• Cycle to Work Scheme*
• Tech Scheme*
• Season Ticket Loan*
• Gym Flex*
• Access to Online Discount Sites
• Discounted Gourmet Society Membership
• Discounted Tickets for Merlin Attractions nationwide
• Discounts at local retail outlets

* after successfully completing probation