Trinity Claims is a claims management company based in Tonbridge, that designs and delivers claims strategies to meet the needs of our partners. Our team consists of talented professionals with a proven track record in leading change in insurance companies. We have a leadership team dedicated to growing the business, with a family feel and a welcoming culture who are all focused on delivering the best services for our customers.
We are on an exciting journey of growth and are looking for people with the same passion for customer service to help keep us heading in the right direction. We believe the insurance industry is stuck in a rut and we are determined to make customers' experience at difficult times better.
We have a strong focus on using technology to improve the customers journey and encourage a culture of professionalism amongst our teams. We like to do things differently and are disruptors in the claims marketplace. Our aim is to be market leaders in everything we do.
We are looking for a Complex Support Team Leader to join our Large Loss Team. Reporting to our Complex Operations Manager you will be accountable and responsible for day-to-day operations of our Complex Support Team. Providing oversight, guidance and direction for the claims sat within the teams caseload and ensuring excelling customer service is delivered and in line with our internal Service Level Agreements.
Key Accountabilities:
1. Plan and manage the team resources to ensure adequate availability for handling incoming calls and team claims portfolio.
2. Motivate and drive the team to improve productivity and engagement.
3. Manage and understand individual team members to ensure that each performs to the best of their ability and to minimum required standards.
4. Mentor & develop team members to enhance their skills and capabilities.
5. Provide technical and job-related support to team members ensuring company standards, procedures and compliance are maintained.
6. Monitor team performance to ensure that weekly SLA targets and other operational goals and KPI’s are met or exceeded.
7. Seek to ensure that the team meets all of its targets and accurately records relevant information in a manner which promotes our insurer clients’ brand values.
8. Carry out monthly quality audits for the purpose of individual assessment and publication of team attainment.
9. Carry out regular 1-2-1 meetings to discuss performance and behaviour and to carry out formal annual and half-yearly appraisals.
10. Providing a high level of leadership within the claims handling team and delivering a first class claims handling and management service.
11. Liaise with HR regarding any disciplinary, performance or other HR issues with members of their team & maintain staff records in line with company guidelines.
12. Represent the team at management meetings, and brief the team appropriately.
13. Provide input to the development of the business, including system, process and supplier management.
14. To undertake any individual or team task or activity reasonably requested and in line with the company values.
Experience / knowledge:
1. Previous experience of working as a team leader in an insurance contact centre environment; or
2. At least 2 years experience in a household insurance claims handling role, with leadership potential; or
3. At least 2 years experience as a team leader in a customer service contact centre environment, with strong man-management skills.
Qualifications:
1. ‘A’ Level qualifications with secondary education in Maths and English, or demonstrable ability in numeracy skills & written English.
What will you get in return?
1. On-site gym
2. Free breakfast (when working at the Tonbridge site)
3. Performance-based bonus.
4. Cost of Living salary review every October.
5. 5* review premium of £25 per review.
6. Employee of the month & employee of the year awards.
7. Refer a Friend bonus of £750 per placement.
8. We have 25 days of holiday a year, plus Bank Holidays.
9. Company sick pay scheme (1 week per 1 year of service, total up to 12 weeks full pay)
10. 1 fully paid charity day a year.
11. Employee Assistance Program (EAP) – for you and your immediate family. Includes 6 free counselling sessions per issue reported.
12. Life insurance for employees between the age of 18 and 66 years old, 4x salary, starting on the first day of employment.
13. Enhanced pension contribution options.
14. Opportunity to gain professional qualifications through Trinity Academy and Apprenticeship programs. We delegate 10 employees every year to gain professional qualifications.
We are proud to be an equal opportunities employer, we do not tolerate discrimination or harassment of any kind based on race, religion, sexual orientation, gender, age, disability or any of the characteristics protected by law.
If this sounds like the role for you, apply today to be considered for this opportunity and a member of our recruitment team will get back to you.
The application deadline for this role is 18th November 2024.
We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.
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