As a Claims Team Manager in a busy, fast paced travel claims department you will be responsible for leading, motivating and developing a team of Customer Claims Specialists which delivers outstanding experiences to customers each and every day, whilst ensuring that all performance targets and KPI's are consistently met
You will act as point of contact for customer issue resolution and escalations, ensuring prompt and appropriate resolution to the customer. You will ensure best practice and processes are utilized within the Claims team and are aligned with the customer being at the heart of what our client does.
Hours:
This position is based on a 35-hour week on shift basis. Hours will be between 8am to 8pm Monday to Friday, 9am to 5pm Saturday. However, our client's business can be unpredictable and there will be times when you will be needed to work longer.
Our client's vision is to be renowned as the caring premium UK Assistance provider. They strive to deliver an exceptional customer experience at all points of assistance. To achieve this -
You will:
- Have excellent communication skills which are essential when working in a shift environment
- Complete PDP for your team, understand career ambitions and aspirations and assist with future development
- Set SMART targets, spend time listening to calls and providing side by side feedback and guidance
- Ensure employee records are maintained and one-to-one meetings are delivered on time
- Deal with any employee relations issues which may arise
- Handle all regulated complaints within the FCA complaint guidelines
- Work with the quality auditors to understand any performance or productivity issues within your team.
About you:
- At least 2 years experience leading a claims team
- Experience of managing a team within a contact centre environment or similar
- Experience within a claims.
- Customer focused, results orientated and outcome driven
- Ability to work effectively within a team environment where some reports are working remotely 24/7
- Excellent leadership qualities & ability to delegate effectively
- Commercially aware
- Good standard of education
- Strong knowledge of Microsoft office/in-house bespoke systems
- Flexible and adaptable and happy to work shifts
3,500K Performance bonus