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Join to apply for the Team Manager - Third Party role at Carpenters Group
Job Purpose
As a Team Manager you will be working towards the vision & strategy of Carpenters Group. You will be responsible for leading and inspiring a team of Claims Advisors providing motivation, clear direction and performance assessment to aide delivery of excellent customer service, as well as controlling indemnity spend.
Job Purpose
As a Team Manager you will be working towards the vision & strategy of Carpenters Group. You will be responsible for leading and inspiring a team of Claims Advisors providing motivation, clear direction and performance assessment to aide delivery of excellent customer service, as well as controlling indemnity spend.
Key Duties and Responsibilties
* To lead and motive your team to drive positive performance through effective coaching, delivering great service to customers at all times
* To set, review and ensure achievement of individual measures, team objectives and KPI’s
* To ensure realistic and prompt updating of claims reserves onto relevant claims management systems
* To proactively manage performance/conduct and absence issues in line with company policies and procedures, liaising with HR as necessary
* To hold regular team meetings, engaging your team and providing clear direction and feedback
* To recognise and reward individuals and team achievements
* Compile and supply required MI in order to evidence performance including productivity and workflow
* To identify talent and support the development of your people
* To ensure each claim is dealt with in line with client procedure and within service standards, in line with agreed authority
* To support all teams with their customer journeys, real-time management, managing productivity, adherence and service levels ensuring colleague feedback and support is given in the moment
* To conduct audits across team and others as directed ensuring adherence to authority levels
* To provide guidance and advice in respect of referrals
* To complete appraisals and reviews of allocated staff, including monthly 1-2-1’s
* To handle complaints as allocated
* To question and challenge peers/managers where processes and procedures do not meet client expectations and any activity that does not place customers interests at the heart of how we do business
* To build great relationships with cross functional teams to ensure overall success
* To drive your own development by actively seeking development opportunities
* To ensure that change initiatives are driven and embedded within your team
* To ensure customers and the business are kept safe through team compliance to all procedural and regulatory legislation as required by FCA
* To take responsibility for your own actions and those of your team ensuring you keep up to date with all communications, processes and procedures
* To support the recruitment and development of an engaged workforce
* To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies.
Experience & Knowledge
* Supervisory/management experience in claims environment with previous experience of Motor Claims handling preferred
* Ability to lead and motivate
* Excellent interpersonal verbal and communication skills
* Preferred working knowledge of claims IT systems
* Working knowledge of Microsoft software (Excel)
* Excellent problem solving skills and initiative
* Sound reasoning and ability to identify the issues involved in any problems arising
Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.
About Us
Here at Carpenters, we’ve been providing legal and insurance services across the UK for over 30 years.
We’ve grown from a small law firm into a 1500 people strong team delivering insurance and legal service across the UK from seven office locations.
We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.
Our culture is what defines us as an organisation and has been built around our 5 core values.
We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.
Benefits
* 22 days plus bank holidays or day in lieu
* Hybrid working model (in relevant role)
* Holiday buy and sell
* 2 x Volunteering days to support charitable initiatives
* Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
* Medicash cash plan - claim back dental / physio / optical appointments
* My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
* Discounts and cash back on travel and shopping through Medicash extras
* Life Assurance Scheme (4 x salary)
* Pension scheme
* Funded driving theory test (in relevant role)
* Active network of Wellbeing Champions - providing mental health support
* Training and development opportunities
* Funded social events to connect with your colleagues
* Dress for your day policy
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Business Consulting and Services
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