Careers

Non Technical Claims Team Leader

Car Care Plan are on a journey. We have provided award winning vehicle warranty and asset protection products for over 40 years and we are continuing to grow. This continued growth has meant that we need a Team Leader to join our Customer Service Claims function to lead a team through this journey. This is an exciting time for the business and we need somebody who can provide inspirational leadership and focused coaching support to a Team of our agents. It’s not going to be easy, there’s lots of work on the horizon; but with a progressive, contemporary approach to leadership in a contact centre and a proven track record of developing people to deliver customer outcomes, you will be a catalyst for change.

Responsible For

Coaching and developing a team of Customer Service Agents. Undertaking feedback, coaching and development activities to help improve the quality of the customers claims experience within their team. Ensuring all enquiries received from customers are approached with a focus on customer outcomes. Dealing with any escalated enquiries from their team and to hold an expert knowledge for their designated product(s).

Principle Responsibilities

People Management

• Lead the day–to-day planning, operation and problem solving of a team of agents to meet with the required service level standards
• Provide Coaching and Feedback to the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents
• Be an active part of the Management Team and to act as the communication conduit between front line staff and management. Ensure that any messages or strategies from the Leadership Team are accurately and appropriately delivered without dilution or alteration of the emphasis
• Responsible for the delivery of service level, quality and productivity targets within their teams
• Responsible for leadership of their direct reports, including all HR related issues
• Responsible for sickness and holiday management within their teams
• Responsible for managing the schedule (after creation) to ensuring sufficient cover available during all opening hours.
• Responsible for the training and development of staff
• Responsible for conducting a formal performance appraisal annually for each member of the team as well as regular (monthly) 1-2-1s
• Able to contribute to the initial hiring and selection process of their direct reports

Product Management

• Assist the Administration and Consumer Claims Manager in achieving KPI’s relating to both written and telephone service levels
• Ensure direct reports are provided with information to allow them to process enquiries on designated products
• Identify training needs relating to programme or product awareness within the customer service team and produce training material to meet these needs
• Establish a good working relationship with the external colleagues to allow swift escalation of queries

Claims

• Ensure all telephone claims received by their team are processed proactively and efficiently within the limits of authority and in line with Company policy
• Respond to escalated claim enquiries

General

• To represent the company in professional and courteous manner to external customers whether orally or in writing
• To be cooperative with colleagues promoting good relations and ensuring the highest quality of service at all times to internal & external customers
• To undertake any formal or informal training arranged by the company and attend meetings as and when required
• Undertake other departmental duties equal with own skill level and job description in other areas of Operations as and when required
• To ensure any issue that is over and above the limits of personal skill or scope of the job description are escalated immediately to the relevant manager

Compliance

• To conform to all company policies in force at all times e.g. the security of corporate information, electronic mail policy, computer usage policy
• To conform to legislative and procedural policies in force at all times e.g. FCA Regulations, DPA requirements
• Ensure that direct reports are aware of, and conform to, all company policies in force (e.g. the security of corporate information, electronic mail policy, computer usage policy) and all legislative and procedural policies (e.g. FCA Regulations, DPA requirements) at all times

Skills & Attributes

• Excellent coaching and feedback skills, with the ability to implement and co-ordinate multiple colleague development plans simultaneously
• Excellent verbal and written communication with the ability to communicate in a professional and positive manner
• Good relationship and networking skills with the ability to establish credibility, influence senior leaders and build strong relationships
• Excellent people skills and a team player with a high level of customer focus to support and deliver results
• Strong organisational and planning skills including the ability to work on a range of projects/tasks and to be able to establish priorities so that results are delivered and deadlines met
• High level of computer literacy/ IT skills including ability to effectively use MS Office products (specifically Word, Excel and PowerPoint).
• High standard of personal presentation
• Enthusiastic, flexible, resilient and capable of using own initiative
• Ability to collect, collate, understand and evaluate information including financial data with good attention to detail
• Ability to identify concerns and problems, know how they should be resolved and ensure that they are not only resolved in a timely manner but to the satisfaction of all parties involved
• Flexibility will be required around working hours to ensure that deadlines and customer requirements are met
• Business focussed and commercially aware
• Passionate about providing an exceptional service

Qualifications & Experience

Claims Management

• Evidence of working and managing in a FCA regulated environment

Customer Services

• Experience of dealing with customers from a diverse customer base
• Evidence of working and managing in a customer focused environment
• Able to demonstrate excellent customer service

People Management

• Experience of delivering coaching and feedback activity with focus on customer outcomes and colleague development
• Experience of all aspects of individual and team performance management