Team Manager - Major Complex Loss

Department: Claims Management

Employment Type: Permanent
- Full Time

Location: Home United Kingdom

Are you an experienced people leader who knows how to bring out the best in a busy claims team?
We’re looking for a proactive and supportive leader to take ownership of the day-to-day running of the team, ensuring excellent customer service, strong technical standards and consistent delivery against SLAs.
You’ll play a key role in coaching and developing colleagues, managing performance, improving processes and keeping the team focused on its goals
, while creating a positive, calm and accountable working environment.
If you enjoy developing people while keeping a close eye on operational performance, this could be a great next step.

• Manage Service Level Agreements in terms of Telephone answer rates
• Understand and implement office standards
• Understand and implement company and industry procedures around compliance
• Understand individual Delegated Authority Agreements
• Understand and agree targets
• Understand the principle of Treating Customers Fairly
• Daily Set up of own team, taking into account targets set and current business needs
• Ensure all groups are exceeding SLA’s on telephony, providing daily reports to track trends, identify areas for improvement and feedback to team
• Adhere to and promote the required office standards Highlight problems and propose beneficial changes to systems and procedures Adhere to terms and conditions of Delegated Authority Agreements
• Adhere to the principle of Treating Customers Fairly
• Responsible for messaging to own team and ensuring all team members understand and comply with message

• Ensure appropriate levels of quality exists within MCL
• Ensure technical accuracy
• Support team with ad hoc queries and ensure all technical referrals presented are answered via coaching and mentoring the individuals

• Perform monthly one to ones with all team members, setting clear objectives
• Provide team members with the correct tools to complete annual PDRs through support and coaching
• Perform daily ‘set up’ of the team
• Ensure teams or individual team members Bradford factor does not exceed the company accepted standard of 70.
• Working closely with the Team leader ensuring all team members are performing in line with their own job specification
• Ensure all new starters are inducted into the business and specific unit, in line with the probation pack
• Ensure all business incentives, employee recognition, and available training is utilised and promoted to all team members
• Manage rotas and holidays / other leave, ensuring adequate cover at all times
• Work closely with the Team Leader to ensure there are no backlogs and the team are in SLA
• Ensure all are documented and retained
• Ensure all teams members understand their targets/ objectives for the day / week / month, via effective communication – verbal and written Introduce Attendance Improvement Plans for individuals where absence levels are not met. Introduce Performance Improvement Plan for individuals whose performance levels are falling short of what’s expected
• Vocalised and documented in reviews

• Create a calm working environment Approachable and Supportive Assertive- hold team and individuals accountable Treat each team member as an individual Ensure effective communication – verbal and email
• Deal with any ad hoc issues raised Adapt to individuals learning styles and preferred method of communication Reward and recognition

• Take ownership of personal development
• Completion of required Accelerate courses in accordance with your current level Collate evidence of working towards next level Prepare for…