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Are you an experienced people leader who knows how to bring out the best in a busy claims team?We’re looking for a proactive and supportive leader to take ownership of the day-to-day running of the team, ensuring excellent customer service, strong technical standards and consistent delivery against SLAs.
You’ll play a key role in coaching and developing colleagues, managing performance, improving processes and keeping the team focused on its goals , while creating a positive, calm and accountable working environment.
If you enjoy developing people while keeping a close eye on operational performance, this could be a great next step.
What will your day look like:
General Standards
Manage Service Level Agreements in terms of Telephone answer rates
Understand and implement office standards
Understand and implement company and industry procedures around compliance
Understand the principle of Treating Customers Fairly
Daily Set up of own team, taking into account targets set and current business needs
Ensure all groups are exceeding SLA’s on telephony, providing daily reports to track trends, identify areas for improvement and feedback to team
Adhere to and promote the required office standards Highlight problems and propose beneficial changes to systems and procedures Adhere to terms and conditions of Delegated Authority Agreements
Adhere to the principle of Treating Customers Fairly
Responsible for messaging to own team and ensuring all team members understand and comply with message
Technical Standards
Ensure appropriate levels of quality exists within MCL
Ensure technical accuracy
Support team with ad hoc queries and ensure all technical referrals presented are answered via coaching and mentoring the individuals
People Management
Perform monthly one to ones with all team members, setting clear objectives
Provide team members with the correct tools to complete annual PDRs through support and coaching
Perform daily ‘set up’ of the team
Ensure teams or individual team members Bradford factor does not exceed the company accepted standard of 70.
Working closely with the Team leader ensuring all team members are performing in line with their own job specification
Ensure all new starters are inducted into the business and specific unit, in line with the probation pack
Ensure all business incentives, employee recognition, and available training is utilised and promoted to all team members
Manage rotas and holidays / other leave, ensuring adequate cover at all times
Work closely with the Team Leader to ensure there are no backlogs and the team are in SLA
Ensure all are documented and retained
Ensure all teams members understand their targets/ objectives for the day / week / month, via effective communication – verbal and written Introduce Attendance Improvement Plans for individuals where absence levels are not met. Introduce Performance Improvement Plan for individuals whose performance levels are falling short of what’s expected
Vocalised and documented in reviews
Behavioural Standards
Create a calm working environment Approachable and Supportive Assertive- hold team and individuals accountable Treat each team member as an individual Ensure effective communication – verbal and email
Deal with any ad hoc issues raised Adapt to individuals learning styles and preferred method of communication Reward and recognition
Personal Development
Take ownership of personal development Completion of required Accelerate courses in accordance with your current level Collate evidence of working towards next level Prepare for monthly one to ones and PDRs
Projects/ Adhoc
Support Head of MCL with Daily tasks Produce Monthly MI reports for Head of MCL Assist Regional Directors with chasers for the adjusters. Implementing processes to enable the team are working efficiently
Work aged weekly debt, ensuring this is going down and updating the Head of MCL
Assisting allocating New Claims Escalations and Complaints – ensuring company policy is complied with
Escalate any IT issues to resolve matters for adjusters/team
Assist with recruitment
Deal with any ad hoc issues raised
Ensuring these are produced on time for meeting
Chasing adjusters to complete draft reports to reduce the aged debt
Knowledge and Abilities:
Previous experience leading, supervising or managing a team , ideally within a claims, insurance or customer service environment.
Strong understanding of claims operations, service standards and SLAs .
Experience coaching, mentoring and developing colleagues to achieve individual and team objectives.
Confident managing performance, attendance and development conversations .
Strong organisational skills with the ability to prioritise workloads, manage rotas and respond to changing business demands .
Benefits
Career & Purpose
Davies Innovation Lab
Leadership training programme
Funding for professional qualifications
Thrive at Davies; learning opportunities
Environmental & Social
The Davies Foundation
Local charity funding
Pennies To Heaven
Employee Resource Groups
Employee volunteering programme
Financial Health
Pension, 5% employee and 5% employer contribution
My Choices at Davies provides; High Street discounts and Financial wellbeing hub
Life assurance: x4
Refer a Friend
Cycle to Work Scheme
Lease car salary sacrifice
Davies Incentive Plan
Enhanced maternity, paternity and adoption pay
Mental, Physical & Emotional Wellbeing
Wellbeing centre; move, munch, money & mind focus Discounts with 100's of UK retailers EAP; 24/7 confidential helpline 25 days holiday, increases to 26 days after 5 years and 27 after 10 years Flexible working Dress for your day Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan Originally posted on Himalayas
