Team Leader, Travel Claims

COMPANY: IMG / Global Response
Location: Remote/Hybrid [Cardiff or Redhill]

**Salary**: £27,000 - £29,000 [based on experience] plus benefits

Job Title: Travel Claims Team Leader

The Travel Claims Team Leader works with, and oversees, our team of remote and office-based Travel Claims Handlers, who work alongside our 24-hour emergency assistance teams. They will provide assessment of reimbursement claims, effective planning, managing,prioritising and communicating their own workload and those of the Travel Claims team.

Who are we?

IMG - Global Response provides 24/7 assistance to policy holders and corporate clients all around the world. This includes medical assistance and devices, roadside assistance, claims handling services but to name a few.

Our aim is to 'be there’ for our customers, in routine times and the worst times. This is a fast-paced environment with no case ever the same.

Some of the duties of this role are:

- Lead and develop a team of Travel Claim Handlers to deliver a high-quality claims service at all times, monitoring individual performance, identifying training needs, providing coaching & guidance and managing any issues.
- Provide practical and technical support to the team on a daily basis with claims handling.
- Carry out regular documented formal and informal appraisal and one to one interaction to maintain a motivational and productive working environment within the team.
- Monitor daily workloads and manage resources to ensure departmental and agreed service standards are achieved.
- Review and monitor work performance continually against agreed KPIs and SLAs.
- Review all high value claim referrals, client specific, to ensure coverage accuracy and quality of communication.

Some of the skills required for this role:

- Ability to develop, implement and assess performance metrics.
- Ability to inspire, on both an individual and team level, to ensure the continued enhancement of the team and its success.
- PC skills with a good knowledge of Microsoft packages, with working knowledge of MS Excel, Word and PowerPoint.
- A high degree of accuracy and attention to detail with excellent numerical skills.
- The ability to work well both independently and as part of a team.
- The ability to follow processes and efficiently collect data in a friendly and professional manner.

Do you have.
- 1 to 2 years experience in a similar role
- Strong work ethic and the initiative and ability to work independently or in a team environment
- Attention to detail and good listening skills. Can follow complex instructions
- Good interpersonal and customer service skills (both written and spoken)
- Experience of working in an insurance or compliance environment would be advantageous

What are you waiting for? We can’t wait to meet you
- We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protectedcharacteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees._
- IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, genderidentity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law._