Insurance Team Leader – Customer Relations Manager
Full job description
Bond Recruitment
Salary: £36,000 – £42,000 per year
03069 Insurance Team Leader – Customer Relations Manager Tonbridge £36,000 – £42,000 pa
Job Title: Insurance Team Leader – Customer Relations Manager
Pay: £36,000 – £42,000 pa
Location: Tonbridge Kent TN9 1PP
Industry Sector Insurance management
Type Full Time Permanent
Duties
Team
Answers team member questions, assisting with technical problems and overseeing all teamwork for quality and guideline compliance.
Plan and manage the team resource to ensure adequate availability for handling incoming complaints and existing cases.
Maintain and develop the complaint process in line with FCA rules.
Feedback to business leaders Root Cause Analysis and work with business departments to make changes to process to prevent complaints.
Carry out 1-2-1 meetings to discuss performance and behaviour and complete formal annual appraisals.
Develops strategies to promote team members, with adherence to company policy and in line with the Salary Step plan and individual performance goals
Monitor team performance to ensure that deadlines are meet and service standards upheld.
Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
Ensure that all training and development needs for the team are met.
Individual
Lead team meetings to update members on best practices and continuing expectations
Responsibility for all elements of FOS handling including devising business strategy.
Management of hiring processes and new team member training
Provides high quality customer service and complaint handling including interacting with customers and handling more escalated or more complex complaints.
Where relevant to represent the team at management meetings, and brief the team appropriately
Provide input to the development of the business, including system, process and supplier management
To undertake any individual or team task or activity reasonably requested and in line with the company values.
Ideal experience
Capability to vary approach in order to get the best out of each member of the team and the team as a whole
Plan and execute strategic initiatives to agreed timelines
Excellent verbal and written communication skills
Ability to spot strengths and weaknesses in team members to maximise combined efforts of the team
Tact and assertiveness when dealing with customers or team members who may be distressed or angry
Deliver world class service under the guidance of company
Ability to take on increased ownership and responsibility when necessary
Drive / motivation
Results-Oriented
Thrives on the reward of seeing progression of team members
Helpfulness and a passion for customer service
High energy levels
Positive approach
Team player
Drive and enthusiasm for meeting targets
Empathy and understanding
Confidence & a professional attitude
Experience / knowledge
At least 3 years in a home claims insurance claims environment, with specialist knowledge in a particular Peril.
Previous mentoring or training experience or demonstrable ability to do so.
Qualifications
Tertiary education or equivalent with demonstrable ability in numeracy skills and written English
Benefits
Free food and/or drinks
Discounted meals
Dental care plans
Subsidised gym membership
Free or subsided travel
Employee referral bonus
Free company events
Childcare vouchers
Flexible working hours
Wellness programmes
Holiday Pay
Sick Pay
Commission
Parking
Corporate days out
Training
Pension
Social events
To apply for this job please visit definitejobs.co.uk.