Job Advert
Join AX where our people and purpose drive us forward
At AX Motor Assist, we're passionate about keeping drivers on the road and delivering exceptional care when it matters most. As a leading accident assistance and aftercare provider, we support customers involved in non-fault accidents by supplying replacement vehicles and managing their claims with empathy and efficiency.
Our values Inspired to Innovate, Always Respectful, Fully Accountable,andDelivering Delight are at the heart of everything we do. We foster a culture that prioritises wellbeing, development, and inclusivity, ensuring our people feel supported and empowered every step of the way. We're a team that values care, quality, and customer satisfaction. You'll be part of a supportive environment where your work is appreciated, and your development is encouraged.
What you'll be doing
At Motor Assist we are seeking a dynamic and experienced Team Leader to support our Motor Assist Managers oversee both our FNOL & Progression teams. The successful candidate will be directly responsible for managing a team of progression handlers, ensuring efficient and effective processing of Intervention tasks, repair tasks and customer updates are achieved, whilst delivering exceptional customer service. This role requires strong leadership skills, a deep understanding of motor claims processes, and the ability to drive continuous improvement. You will be required to attend the Fort Dunlop office for a minimum of two days per week.
Key responsibilities
* manage and develop a team to deliver to targets and provide a positive customer experience
* effectively drive, monitor and take full accountability for performance against business goals, objectives, KPIs and targets to include service levels, quality, customer satisfaction and efficiency metrics
* ensure that all your team members are all connected to the big bets goals and understand how the work they each day contributes to the bigger picture
* drive, inspire and create outstanding team performance, to achieve objectives and targets set against departmental budget
* celebrate success, create a winning environment with your team, rewarding and recognising colleagues for the great work they do
* take full ownership to manage your team's performance which includes attendance, attrition, all HR issues, achievement of targets and objectives in line with company guidelines, dashboard and processes and procedures
* provide ongoing support to individuals through monthly and weekly; 1-2-1 activity, side by side coaching, remote monitoring to continuously improve standards and performance and behaviour
* take ownership of workload of team ensuring that all incidents and relevant service deployments are dealt with efficiently and effectively
* act as a technical expert dealing with referrals and providing advice to team
* demonstrate a strong business awareness of real time performance in terms of overall performance of your team and department, supporting other Team Leaders where necessary and act accordingly
* create a people culture where colleagues are encouraged to thrive contribute and be themselves
* resolve and prioritise issues raised to the satisfaction of internal and external colleagues in a timely manner
* define, develop, and deliver processes and systems to ensure a consist and good level of service that means customer expectations are met
* work effectively with the Manager and Service Delivery Manager and the People team to identify any development or other needs
* ensure confidentiality of all information in accordance with GDPR
* carry out reasonable tasks as requested by your Line Manager.
What you'll bring
* experience of successfully managing a team in a targeted, fast paced, customer centric environment
* proven track record of operational excellence including leading, driving, and motivating a team to achieve KPI's
* strong communication skills and passionate in supporting customers, whatever their personal circumstances
* communicate and forge effective relationships at all levels both internally and externally
* work unsupervised using own initiative
* excellent influencing and communication skills with the ability to develop strong business relationships with all key stakeholders
* adaptable, tenacious self-starter who is results orientated and proactive in approach
* ability to look at the bigger picture and understand the impact a course of action can have both in the short term and long term
* demonstrate coaching and mentoring skills
* demonstrate behaviour in line with Company values; Inspired to innovate, Always Respectful, Fully Accountable, Delivering Delight.
What we offer
* Competitive salary dependent on experience
* 22 days holiday (plus bank holidays), rising to 27 with service
* Workplace pension scheme
* Bupa Private Healthcare (optional)
* Life Assurance (4x salary)
* Employee Assistance Programme and wellbeing tools
* Retail discounts and savings
* Ongoing professional development and career growth opportunities
* One charity/volunteering day off per year.
Wellbeing, diversity and Inclusion
For the second year in a row, we are proud to share that we've won an Inspiring Workplace Award. This is testament to our commitment to fostering a positive and inclusive workplace where every individual feels valued, supported, and empowered and remain focused on creating a culture where everyone can thrive and feel genuinely appreciated.
We have also achieved Thrive at Work Bronze Level accreditation from the West Midlands Combined Authority, recognising our commitment to improving health and wellbeing in our workplace.
If our values resonate with you and you're excited about this opportunity, even if your experience doesn't perfectly match, we'd love to hear from you. You might be just who we're looking for.