Job Description

The Company

We are an established provider of market-leading outsourced solutions for insurers, corporate fleets, brokers, vehicle manufacturers and third-party claims administrators, and we have just celebrated our 10th anniversary.

We have an excellent reputation for the outstanding service we deliver for our 10,000 customers per month. Weve created a very entrepreneurial and dynamic environment and our Board and Management team are studiously focused on delivering growth for the long-term by continually investing in our people, culture, and infrastructure in the short-term.


We have a workforce of just over 150 and a turnover of 40M and we have a clear purpose and vision to strategically deliver ambitious growth over the next 3 years. To achieve this, we require everyone to follow our values and be passionate for the journey ahead.

The Department

The operations department is the beating heart of the business working closely with other areas across the business. The department is separated into teams each focussing on specific areas. It provides a one stop, second to none claims handling service, from FNOL, on-going mobility, and repair management through to the processing of the final invoice. Service delivery to the client as well as the business partner is critical alongside the achievement of key performance indicators. We require pro-active people with demonstrable excellence to support the operational teams.

The purpose of the role

The Team Leader is responsible for inspiring and motivating their teams through embedding and adhering to the businesss core values. Managing the team on a day-to-day basis, you will be monitoring performance, providing feedback, and ensuring that the team is effective in delivering a quality service to customers.

Key Accountabilities

Team Motivation

A responsible attitude always championing company values, leading by example, inspiring others to follow. Supporting all new starters during their initial weeks with the team, setting clear objectives and monitoring progress. Mentoring and coaching team members to develop skills and knowledge, encouraging learning and development opportunities to build capability within the team. Ensuring the team is aligned to the Company vision and understands the part they play in achieving the overall objectives. Setting clear goals and ensuring feedback is given positively and constructively. Conducting regular team meetings to clearly communicate team, department and company updates, review of performance and business critical information.

Team Development

Understanding and championing the performance expectations/objectives to monitor performance, give constructive feedback and develop individuals skills and knowledge in a consistent format. Creating unique Personal Development Plans for each team member, that are tailored to improve skills, knowledge, and individual capability, encouraging, and supporting the collation of evidence. Conducting monthly reviews with each team member to monitor progress of personal development objectives.

Performance Management

Understanding and supporting the delivery of company objectives and department KPIs Having full visibility of each team members performance through regular audits and available MI reporting. Conducting full performance reviews with each new team member going through the 6-month journey, and underperforming members of staff, identifying ongoing training or development needs. A strong focus on customer service, ensuring customer satisfaction is measured and data intelligence used to improve individual and team performance. Taking personal accountability and responsibility for the actions of yourself and your team.

Account Management

Understanding and delivering key client drivers. Having full visibility of contractual SLAs and monitors performance to keep within contractual agreements. Undertaking monthly performance/relationship calls, in partnership with internal Commercial Lead. Attending and an active contributor to quarterly performance meetings, in partnership with internal Commercial Lead. Achieving and delivering budgeted operational performance measures.

Technical Aspects (specific competencies and responsibilities)

Good knowledge of Proclaim or similar Claims Management system. Considerable experience of claims handling for both fault and non-fault claims. Has awareness and experience of the risks and exposures within the claims handling process and is able to identify issues at an early stage. Monitors customer service levels across the team liaising with others as needed to resolve any issues. Strong Excel skills, able to create informative reports and analysis. Excellent client relationship handling skills. Is aware of the customer complaints process, can deal with customer concerns and complaints and advise others accordingly.

Experience

A minimum of 2 years industry experience with at least 12 months technical experience in an applicable business area Experience in a customer focussed environment. Ideally some experience of leading a team. Good level of experience of working in a technology driven business. Clear evidence of working in a fast paced, busy environment. Ideally experience of Proclaim or similar claims management system. Ability to grow and develop team members through coaching and providing development opportunities and experience.

Skills

Good commercial acumen and approach. Strong teamwork ethic yet with the individual drive and focus to manage independently when needed. Evidence of relationship building skills. Excellent IT skills. Some project management exposure. Good communications skills both verbal and written ideally with some influencing skills. Awareness of the FCA regime. Flexible and able to cope with changing business priorities. Tenacious with high volumes of resilience.

Personal Attributes/Behaviours

Demonstrates personal drive and energy. Demonstrates and ability to focus on the key priorities for self and the team. Able to provide support to the team to engender the culture, to motivate and inspire to perform to a higher level. A willingness to offer suggestions and solutions in an innovative, simple, and constructive manner. Some evidence of relationship management. Role models the values and behaviours. * Continues own personal development and learning in the role.