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Motor Insurers' Bureau (MIB) provided pay range
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About MIB
At MIB, our people are passionate about making roads safer by getting uninsured and hit‑and‑run drivers off our roads. Working in partnership with the Police, Insurers and Government, our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.
Last year we helped more than 34,000 people struck by uninsured and hit‑and‑run drivers and paid over £400 million in compensation to support victims rebuild their lives.
About the role
As a Team Leader you’ll motivate, coach, lead and be responsible for a team providing an efficient and appropriate response to customers and other business partners.
Key Responsibilities
* You’ll lead, develop, coach and motivate a team
* You’ll oversee the delivery of efficient, quality customer service by the team.
* You’ll create a servant leader relationship with your team encouraging them to lead daily huddles and provide you with ideas for improved performance.
* You’ll be an advocate for the OIC service.
* You’ll understand and remove failure demand in both customer contacts and processes.
* You’ll support the overall management of the operation to achieve overall productivity and manage resources during high demand periods.
* You’ll ensure calls, emails, letters and webchats are audited in line with procedures, with a continued focus on delivering a high level of quality.
* You’ll complete regular reviews for members of the team, including monthly 121’s and end of year reviews.
Skills and Experience
* Experience of managing, coaching, mentoring and developing a team
* Some knowledge of Agile and LEAN ways of working
* Experience of working with Resourcing and planning teams
* Experience of planning staffing requirements against demand
* The ability to motivate and foster a strong team working ethos and commitment
* Experience of a driving contact centre quality using internal assessment and customer feedback
* A good appreciation of Data Protection legislation
* The ability to identify opportunities for improvement, derive solutions and implement with successful results
* Ability to analyse information, formulate business decisions and proposals
* Excellent working knowledge of MS Office 365
* Excellent communication skills, both written and oral, with the ability to influence others effectively at all levels
* Self‑reliant, with the ability to work with minimal supervision
Job Details
Job Title: Official Injury Claims Team Leader
Grade: 12
Working Hours: 35
Working Pattern: Monday – Friday 9am – 5pm
Office Location: Milton Keynes, MK14
Job Type: Permanent
IT kit supplied to you.
£320 (before tax) start‑up allowance.
Hybrid working (2 days in the office per week) from our Milton Keynes office, MK14.
Other Benefits include:
* Contributory Group Stakeholder Personal Pension scheme
* Life Assurance
* Employee Incentive Scheme
* Sports and Social Club
* 24/7 Employee Assistance Programme
* Free access to online tools to support mental and physical health
* Enhanced maternity, paternity and adoption leave
* 1 volunteer day each year and charity matched funding scheme
We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.
So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.
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