Contact Centre Leader

1 week ago

Leicester, United Kingdom Hastings Direct Full time

At Hastings Direct we are transforming our Claims Operation; to become the best insurer in the market for indemnity spend.

Our Intervention department is critical in achieving this and therefore we’re looking for a new Contact Centre Leader within our Claims Intervention department to build on existing successes and push the area from top quartile to number one in the market.

This role will be offered on a hybrid basis, combining visits to our vibrant Leicester centre office with homeworking.

What will you be doing?- Leading, inspiring and developing a team of c.120 claims handlers/team leaders to achieve our ambitious objectives- Defining and owning the Intervention Operations strategy- Building on existing performance to improve even further- Defining the contact approach for all third party claimants and own the segment strategy- Supporting the Claims commercial team to identify and deploy tools that improve capture performance and the third party journey- Owning and optimising Intervention processes, ensuring customers sit at the heart of what we do- Working alongside stakeholders and building strong relationships to support the function to achieve its objectives- Building a solid knowledge of the Claims intervention market, supported b our Claims Commercial teams- Keeping up to date knowledge of contract centre technology and working practices- Owning and managing the Intervention budget - ensuring indemnity and cost targets are achieved

What are we looking for?- Experience in Claims or Intervention is a real plus- Extensive experience in a sales environment - highly numerate and clear on how cost/income drivers work in a business- A natural and passionate people leader - always looking for ways to develop colleagues- A natural problem solver who shows a great level of self-awareness and drive- Someone who thrives in a matrix organisation by inspiring others

Benefits for you

Please find some of the great benefits we offer here at Hastings Direct;

Attractive base salary dependant on experience

Car allowance

Annual bonus scheme (10%+)

27 days holiday (+bank holidays on top and holiday buy/sell)

Private medical

Excellent Wellbeing programme

Flexible benefits (including holiday buy/sell, healthcare and dentistry etc.)

Discounted Hastings Direct products

High street discounts

Plus a lot more that we’d love to bring to life with you

Job posting end date:

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