Job Description
This role is to handle claims and support the team leader within the day to day operation of the team – including productivity, audits, coaching and mentoring of staff
Responsibilities
* Assist the Team Leader manage the client relationship effectively by ensuring the team understand client requirements, deliver to SLAs and achieve KPIs
* Assist the Team Leader create and utilise quantitative and qualitative MI to monitor and drive standards of performance within the team
* Contribute to the operational plan for the team through effective planning and organisation of personal and team’s workload ensuring productivity targets are achieved
* Act as role model for the team by demonstrating and clearly communicating the core values and vision of the team
* Ensure the team is fully compliant with Company policy and procedure and external regulatory requirements
* Act as a customer champion by monitoring standards of call performance and seeking feedback to enhance the customer journey
* Actively share knowledge with peers to develop oneself and others and to act as a role model in appropriate situations (e.g. new starters)
* Assist the Team Leader with Internal audit procedures and the development of appropriate plans to ensure continuous improvement
* Formulate, allocate (and/or participate in) projects as and when required and ensure they occur within timescales and company/client requirements
Qualifications
* Occasional travel to other UK Offices may be required
* No direct reports
* Builds and maintains positive working relationships within own team and across teams breaking down silos
* Behaves in a strongly customer focussed way to ensure development and maintenance of client and customer relationships
* Communicates effectively by sharing, listening and exchanging information
* Inspires and energises others by taking the initiative to make things happen
* Demonstrates a proactive solution focussed approach to problem solving
* Creates a positive learning environment in which the team is motivated to learn and develop
* Champions and drives change to improve ways of working and respond to changing business priorities
* Insurance experience required
* Team player
* Customer service experience
* Excellent and proven communication skills
* Extensive Knowledge of the insurance market, the basic insurance principles and the ability to apply them
* Extensive Knowledge and understanding of standard policy terms and market variations.
* Good understanding of Client SLA compliance/productivity/quality requirements
* Good understanding of FSA procedures and TCF initiative
* Ability to work on own initiative
* Ability to demonstrate attention to detail
* Excellent customer service and communication skills
* A positive attitude and a proactive approach to solving problems
* Influencing skills in order to have a positive impact on team members
* Excellent analytical and decision making ability in order to analyse complex information correctly and make sound decisions to support business needs
* Excellent organisation skills to deliver high standards - time, cost, quality, efficiency and value
* Excellent written and verbal communication skills to communicate in a concise and open manner
* Excellent customer service / client relation skills to manage relationships and provide effective dispute resolution
* Occasional travel to other UK Offices may be required
* No direct reports