The Claims team are looking for a Team Manager to join the team. You will manage, develop, guide and coach (as per the companies’ values), a team to ensure they are proactive, positive, versatile and adaptable to quickly changing needs of the business.
Employment type: Permanent
Location: Warwick House, Roydon Road, Harlow, CM19 5DY
Working pattern: 38.8 hours per week, Monday-Friday, 9am-5:30pm, 1 in 3 Saturdays 9am -1pm
The role
The key responsibilities you could be looking after include:
* Ensure Schemes contractual SLA’s are continually reviewed and met with optimum levels of quality and service delivery
* Ensure appropriate reporting on SLA and staff maintaining consistency and relevance
* Ensuring the company complies with all regulatory and legal requirements
* Establishing and maintaining quality standards through call listening, feedback, training and performance management on a monthly basis
* Ensure claims are adjudicated in accordance with coverage and Scheme expectations, completing regular audits
* Monitoring claims spend where required, implementing corrective actions
* Ensuring staff have the appropriate knowledge and training to assist with all types of customer service queries
* An ability to excel in getting the best out of your team members, through strong hands-on coaching and performance management
* Highly customer and delivery focused, thriving on working within a target driven environment implementing performance improvements through innovative ideas
* Ensure the companies processes and procedures are followed and adhered too
* 121s are completed within the company guidelines including any absence and performance issues
* Dealing with referrals and “floor walking”
* Dealing escalated CCT Forms and Manager call backs
* Ensure effective communication with other department heads and all respective Manheim representatives
* Other reasonable duties as required.
Our ideal candidate
Skills and competencies
* Excellent communication
* Customer Focus
* Decision making
* Influencing and managing positively
* Managing conflict
* Leading people
* Developing people
* Morale boosting
Essential Knowledge and Experience
Essential:
* Experience in a similar role of managing a large team
* Appropriate Mechanical Knowledge / Experience
* Experience within the insurance / call centre industry
Unfortunately, we are unable to provide sponsorship for work permits. Please only apply if you have the right to work in the UK.
Join the AutoProtect Group and Shape the Future
Are you ready to be part of an innovative company that's transforming the automotive industry? At AutoProtect Group, we are dedicated to providing products, platforms, and services that empower vehicle retailers, manufacturers, finance lenders, and brokers. Our solutions simplify operations and boost profitability, while our award-winning customer service ensures a smooth experience for users..
Our diverse business includes four key branches:
* AutoProtect: Recognised for its outstanding warranties and value-added insurance products.
* Shine!: Our expert, BSI Kitemarke and carbon neutral mobile vehicle repair network.
* DealTrak: A cutting-edge software platform connecting automotive finance providers with their customers.
* iComply: Specialised compliance consultancy serving the automotive sector.
We offer our products directly to consumers through online sales channels, ensuring affordability and accessibility. With an agile, efficient team, we're well-positioned to respond to market demands and introduce new products when the time is right. Our mission is to sustain our impressive growth for years to come, and we invite you to be a part of our journey.
Discover our vision and values at Careers - Our Vision (autoprotect.co.uk) and get an insider’s view of life at AutoProtect Group on our LinkedIn Life page.
Please note we are not working with agencies at this time.
Job Type: Full-time
Pay: £33,000.00-£34,000.00 per year
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Free parking
* On-site parking
* Sick pay
* Store discount
Ability to commute/relocate:
* Harlow: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer service: 2 years (required)
* Mechanical knowledge: 1 year (required)
* Team management: 2 years (required)
Work Location: In person
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