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Claims Interventions Team Lead

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


  • 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

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