Job description

Role Name: Claims Intervention Team Leader
Reports to: Intervention Operations Manager
Location: Manchester, office based
£30 - 35k plus great benefits.

Role Purpose:
We are looking for a high-performing Manager to help us meet our customer service and claims expectations. Managing a team of 5- 10 handlers working on capturing third parties where our insured is at fault for the incident. An integral part of this role will be to develop individuals in a way that enables them to achieve their own development plans and improve performance across a number of metrics.
Key Responsibilities:

• You will confidently guide and motivate your team to achieve business targets and quality objectives.
• We'll need you to ensure that the team provide exceptional customer service and that we meet and exceed agreed SLA's.
• You'll build positive relationships across the team; creating an environment that facilitates strong performance and increases profitability.
• You will regularly meet and communicate with your team to engage and motivate them as individuals to achieve specific and agreed targets.
• You will be accountable for monitoring & managing performance to keep your team on track, recognising achievements and tackling underperformance.
• You will coach and develop to equip your team with the skills, knowledge and behaviours required to increase capability and raise performance standards/targets.
• It will be your responsibility to stay up to date with new initiatives to interpret and pass on new product/technical/customer and organisational developments and cascade this to your team.
• Ensuring and monitoring team performance relating to regulatory requirements and ensuring this is embedded throughout the team will be key.
• Respond positively to change and take ownership for the messages in key communications.
• Use Management Information to make decisions that improve customer, employee and commercial performance outcomes.
• Contribute to and ensure direct reports work within agreed processes in order to deliver the business plan
• Measure direct reports performance against KPI's and SLA's.

Key Skills and Knowledge:

• Knowledge of the Claims role and department including FNOL, AD, TPPD intervention and processes.
• Experience of working in a sales environment and working towards targets and SLAs
• Strong Excel skills
• Extremely organised and task focussed
• Understanding of coaching techniques
• Strong analytical mind with a superb eye for detail
• Self-motivated with the ability to prioritise to tight deadlines.
• Flexible approach to working hours

Essential Skills:

• Sales experience
• Team manager experience
• Performance management skills

Behaviours:

• Demonstrates a good understanding of office procedures
• Well organised and demonstrating attention to detail
• Good numeracy and accuracy skills
• Demonstrates ability to prioritise workflow volumes
• Good computer skills to include Microsoft Office
• Ability to adopt flexible working practices