Job Title: Credit Hire Team Leader
Location: Liverpool, office based with hybrid working available
Salary: 35,948 - 45,216 per annum plus the opportunity to achieve an annual bonus of up to 10% of your salary
Job Type: Full Time, Permanent
Working hours: 37.5 hours, Monday to Friday from 9:00am to 5:30pm
We are seeking an Operational Team Leader within our Credit Hire department to be a pro‑active thinker who is highly motivated and leads from the front.
Leading a team of Credit Hire Handlers, you will drive our culture of openness and hold responsibility for the development and people management aspects of your team.
What's Involved
* Lead a team of credit hire handlers within our mitigation department
* Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLA's, monthly one to ones, performance reviews, training and development, disciplinary procedure, and staff welfare
* Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file, 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 with the ability to display a thorough knowledge on areas of indemnity, liability, and credit hire
* Maximise capture opportunity for our panel of service providers delivering the right outcome for both the customer and Acorn Insurance
* To 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
We are looking for people with
* 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
* To lead by example and endorse the company behaviours and values
* Highly motivated self‑starter
* Clear, focused and determined approach to problem solving
* Authoritative manner with ability to listen
* Persuasive, strong, and confident communication skills
* People Management experience essential
Benefits
* A maximum of 35 days' holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
* 24/7 mental health support & free counselling available
* Flexible benefits, including early access to salary via our internal platform
* Hybrid working options to support work‑life balance and individual needs
* Recognition awards, social events & more
Our Commitment to our colleague's
* Mindful Employer - championing mental health and wellbeing
* Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities
* Menopause Friendly accredited - supporting every stage of life
* Armed Forces Covenant signatory - honouring those who serve
* Armed Forces Defence employer recognition scheme - Supporting those who serve
* Great Places to Work 2024/25 - fostering an engaging and positive workplace culture
* Best Place to Work for Development - proud to be investing in people's future
* Best Place to Work for Women - breaking down barriers to women's career progression
A Few Things to Know Before You Apply
* Visa Requirements: Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post‑Study Work visa. At the moment, we're not able to offer visa sponsorship.
Candidates with experience or relevant job titles of: Senior Credit Hire Handler, Credit Hire Team Leader, credit Hire Team Manager, Senior Credit Hire Executive, Credit Hire Supervisor may all be considered.
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