Claims Team Leader (Maternity Cover)
Contract typeFixed Term Full Time
We are looking for a Claims Team Leader to join our: Claims Department, based in our Leicester office.
Responsible for managing a team of Claims Handlers.
·To ensure delivery of our Grade of Service goal but ensuring long and short term absence is well managed, schedule adherence is well controlled and we operate with a proactive mind-set.
·Conduct monthly One to One performance reviews including Personal Development Plan discussions
·Spend 80% of your time coaching and developing your colleagues through side by side coaching, team huddles and meetings, performance improvement plans and on the job training
·Manage complaints in line with our internal complaints procedure ensuring that resolution rates are over achieved.
·Ensure that your team over achieves on all Customer Service / Quality / Customer Satisfaction measures through effective coaching and feedback.
·Auditing calls and claims to ensure that your colleagues are registering the claims correctly and also progressing claims properly including accurate Liability decisions and reserving.
·Ensure that you (and any direct reports) are meeting customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business.
·Complete training as mandated by the company and regulated by the FCA.
·Ensure that self and direct reports achieve and demonstrate levels of competence required to fulfil job requirements
This list is neither exclusive nor exhaustive and there may be other duties, within the remit of this position, required of the job holder from time to time. The Company reserves the right to alter this job description and will do so after consultation with the job holder.
We’re looking for someone who has:
·Experience in leading a high performing contact centre team
·Exceptional communication and interpersonal skills
·A keen eye for detail
·Proven success through effective coaching and developing
·World Class Customer Service Skills
·Confident in delivering the good news and the not so good news
·Being open minded and embracing change in a fast moving environment
·Bringing the best out of people through inspirational leadership
·Motor Insurance Claims (Desirable)
Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 2.7 million customers in the UK. We've significantly grown our customer base over the last three years and we now employ over 3,400 colleagues.
It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have some fun along the way.
Benefits for you
Please find some of the great benefits we offer here at Hastings Direct;
- Competitive basic salary
- Up to 5% bonus earning potential
- 25 days holiday plus bank holidays
- Life assurance
- Competitive pension
- Flexible benefits – buy or sell holidays
- Discounted Hastings Direct products
1 St George's Way