Customer Service Team Leader

Vision Vehicle Solutions has been assisting non-fault parties of road traffic accidents for 30 years - providing a full claims management service and replacement hire vehicles to their clients. Vision Vehicle Solutions is now a wholly owned subsidiary of Markerstudy Insurance Group and runs a fleet of almost 1,000 vehicles, distributed through its 7 delivery and collection hubs across the country.

At Vision, we care a lot about what we do and how we can help our customers. We are a rapidly expanding business looking to recruit people who work hard but also enjoy a social environment. The company really echoes the ethos of having fun whilst getting the job done

The Role:
As an Assistant Team Leader within our First Response Team, your role will be to support the Team Leader with the daily management of the FR Claims Team. The Assistant Team Leader will be involved in managing and developing the department to meet Customer Service and Claims SLA’s that achieve the business plan objectives. The role is crucial in motivating the team to achieve targets, whilst ensuring compliance within the company, industry and regulatory standards. You will be a driving force within the operational performance of the team and will work closely with other teams and management to identify and facilitate continuous improvement with data, customer experience and end-to-end processes.

This is a hybrid role with the opportunity to work 3 days in our head office in Uxbridge, with 2 days a week working remotely. The role is Monday-Friday with core working hours of 9am-5:30pm.

**Responsibilities**:
To assist with leading, motivating and developing a team of front-line employees through performance observation and measuring improvements.

Complete daily claim reviews with a view to maximise conversion of hires and team efficiency.

Lead by example - exemplifying the company’s core values and having good professional conduct.

Follow regulatory guidelines such as Consumer Duty, TCF, DPA.

To make well balanced decisions based on commercial benefits whilst weighing up potential risks.

To be a reliable and strong review point within the team - able to coach others and make sound decisions.

To support the Team Leader in the day to day running of the team or lead the team in the Team Leaders’ absence - reporting into the Operations Manager.

To effectively spot training requirements within the team and carry out team training when needed.

To be able to carry out strong video/telephone interviews and make recommendations where required, with a view to support in F2F interviews when required.

To be able to deal with client complaints from first point of notification, including the file review and final response.

To assist with preparation for probation reviews/monthly 1-1s for the team, and carry out when required.

The person we are looking for:
You will have a professional approach when dealing with individuals both internally and externally and will thrive in a busy environment.

You work well in an environment where you can use your technical knowledge and leadership skills to support our teams and solve business challenges, offering a pro-active, hands-on way to deliver the best solution.

A track record of team leadership, people management and performance development.

Previous experience in claims management, automotive or insurance is preferable but not essential.

Commercially aware and able to identify efficiency and cost saving opportunities without compromising quality.

Confident and self-motivated with a calm and measured approach.

Not afraid to get hands on when needed and support the team.

Excellent organisational and prioritisation skills with strong attention to detail.

You must be able to handle sensitive information discreetly and with professional objectivity - experience with HR processes is a benefit.

Strong IT skills and a working knowledge of Excel and Outlook.

Experience reading and analysing reports.

Ability to use their initiative, think outside the box and challenge current process.

Have the ability to make fast, informed decisions - with strong analytical and problem-solving skills.

Good communication skills (both verbal and written) and able to communicate at all levels.

Other benefits:
Alongside our social benefits, we offer: A competitive salary, with the opportunity to earn within a commission structure monthly.

Progression opportunities as well as dedicated performance plans and on-hands coaching from your manager to assist with professional development.

25 days of annual leave a year, plus bank holidays and the opportunity to purchase additional days.

A workplace company pension - contributing up to 5% when you do the same.

Monthly team meetings and whole company meetings with prizes and recognition schemes.

Social events throughout the year

Life Assurance 4x annual salary

Healthcare Cash Plan

**Job Types**: Full-time, Permanent

Pay: £30,000.00-£32,000.00 per year

Additional p