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