Join to apply for the Complex Support Team Leader role at Trinity Claims
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Join to apply for the Complex Support Team Leader role at Trinity Claims
12 Month Fixed term Contract Maternity Cover
We Want You To Be
We want you to inspire, mentor and manage the team to provide world class, claims handling and management service. Reporting to our Complex Operations Manager you will be accountable and responsible for day-to-day operations of our Complex Support Team. Providing oversight, guidance and direction for the claims sat within the teams caseload and ensuring excelling customer service is delivered and in line with our internal Service Level Agreements.
We’ll Need You To Be Able To
* Plan and manage the team resources to ensure adequate availability for handling incoming calls and team claims portfolio
* Motivate and drive the team to improve productivity and engagement.
* Manage and understand individual team members to ensure that each performs to the best of their ability and to minimum required standards
* Mentor & develop team members to enhance their skills and capabilities.
* Provide technical and job-related support to team members ensuring company standards, procedures and compliance are maintained
* Monitor team performance to ensure that weekly SLA targets and other operational goals and KPI’s are met or exceeded.
* Seek to ensure that the team meets all of its targets and accurately records relevant information in a manner which promotes our insurer clients’ brand values
* Carry out monthly quality audits for the purpose of individual assessment and publication of team attainment
* Carry out regular 1-2-1 meetings to discuss performance and behaviour and to carry out formal annual and half-yearly appraisals
* Providing a high level of leadership within the claims handling team and delivering a first class claims handling and management service.
* Liaise with HR regarding any disciplinary, performance or other HR issues with members of their team & maintain staff records in line with company guidelines.
* Represent the team at management meetings, and brief the team appropriately
* Provide input to the development of the business, including system, process and supplier management
* To undertake any individual or team task or activity reasonably requested and in line with the company values.
We’re Looking For
Experience / knowledge
* Previous experience of working as a team leader in an insurance contact centre environment; or
* At least 2 years experience in a household insurance claims handling role, with leadership potential; or
* At least 2 years experience as a team leader in a customer service contact centre environment, with strong man-management skills
In Return, We Can Offer You
Basic Salary £28,000-32,000 (DOE) as well as market leading benefits.
25 days Annual leave plus statutory holidays.
Just Some Of The Great Benefits We Offer
* Discretionary performance related bonus
* On-site gym
* Free on-site parking
* Free on-site breakfast bar
* Complimentary on-site snacks and soft drinks
* An extra day’s holiday for your birthday
Application deadline: this position will remain open until we have found the right person for the job.
We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.
Trinity Claims is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Contract
Job function
* Job function
Information Technology
* Industries
Insurance
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