Household Claims Team Leader - Royal Tunbridge Wells, United Kingdom - The AA

The AA

Verified Company

Royal Tunbridge Wells, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company description:

Job Title:
Household Claims Team Leader

Location:
Tunbridge Wells - Dynamic or Remote

Grade:
L8LGH

Salary:
£28,000 - £35,000

Interviews taking place W/C 16th January

Solution bringers. Day makers. Extra milers. We are the AA. And we keep everyone's show on the road. There for our members wherever and whenever they need us, we're always ready for anything. That's why, for over 100 years, we've continued to evolve and adapt.

Today, as the nation's number one motoring organisation, we offer a range of excellent products and services to millions of customers.

As a Household Claims Team Leader, you'll join our exciting journey to fulfil our future vision.

We aim to support the UK's 17m drivers and to facilitate their driving lives through data and innovation; to succeed with this, we require a step-change in pace and thinking.

Join us as we transform and deliver on this ambitious vision.

This is the job:

We have an exciting opportunity for a Household Claims Team Leader, responsible for managing a team of seven Claims Handlers.

You will ensure the team provide a best in class claims service where claims are handled efficiently, whilst controlling indemnity spend.

You will be leading and developing front-line agents to enable them to deliver the best outcome for our customers. Additionally, you will also be a point of technical referral on household claims with reserves up to £10,000.

What will I be doing?:

Leading by example, providing quality customer service, answering customer enquiries and effectively handling customer complaints
Reviewing payments for authorisation within set financial boundaries
Auditing claims and calls, and providing constructive one to one feedback
Communicating deadlines and targets to team members
Conducting team meetings to update members on best practices and continuing expectations
Compiling monthly reports regarding team performance in line with KPI's
Assisting with the hiring processes and new team members training
Ensuring Data Protection Act is adhered to within team

What do I need?:

Demonstrable experience of working in an insurance claims team
Experience working in a contact centre environment working towards a management position or already in a leader role
Commercial awareness and understands the importance of driving performance in line with targets
Excellent spoken and written communication skills
Positive and selfconfident approach when dealing with customers
Ability to utilise qualities such as empathy, tact, assertiveness, and diplomacy when talking to our customers who could be distraught and concerned following an incident
Ability to take on increased ownership and responsibility when necessary