We are seeking an Operational Team Leader within the Mitigation department to be a pro‑active thinker who is highly motivated and leads from the front.
Role: Mitigation Team Operational Team Leader
Location: Liverpool, office based with hybrid working available
Working hours: 37.5 hours, Monday to Friday from 9:00am to 5:30pm
Salary: £35,948.00 - £45,216 plus the opportunity to achieve an annual bonus of up to 10% of salary
Responsibilities
* Lead a team of credit hire handlers within the mitigation department
* Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLAs, monthly one‑to‑ones, performance reviews, training and development, disciplinary procedures, and staff welfare
* Undertake handler audits of at least five file audits per handler per month, highlighting trends, training and development needs, and driving integral data within the claim file, achieving effective settlement of credit hire claims and prompt, correct liability decision making
* Act as a key link between the mitigation department and the wider business to help ensure mitigation awareness across the business is maintained
* Impart technical knowledge to the team by way of mentoring and coaching, demonstrating thorough knowledge in areas of indemnity, liability, and credit hire
* Maximise capture opportunity for the panel of service providers, delivering the right outcome for both the customer and Acorn Insurance
* Participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training
* Ensure the effective management of inbound call handling philosophies are adhered to
Qualifications
* Experience of motor claims is essential
* Experience in handler and/or managing credit hire claims is desired but not essential
* Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance
* Leadership by example and endorsement of company behaviours and values
* Highly motivated self‑starter
* Clear, focused and determined approach to problem solving
* Authoritative manner with the ability to listen
* Persuasive, strong and confident communication skills
* People management experience essential
Benefits
* Maximum of 35 days holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
* 24/7 mental health support and free counselling available
* Career fairs, leadership programmes and learning on the go
* Flexible benefits, including early access to salary via internal platform
* Hybrid working options to support work‑life balance and individual needs
* Recognition awards, social events and more
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