Claims Team Leader - Rotherham, United Kingdom - Lemonaid Motor Legal

Lemonaid Motor Legal

Verified Company

Rotherham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Job description

We are a rapidly expanding Motor Claims organisation providing full 24hr FNOL & Claims Assistance to Insurance Brokers all over the UK.

Our technology-focused and forward-thinking approach is disrupting the sector and generating rapid expansion.

Working with a large selection of Insurers and Suppliers we offer a bespoke service which is delivered each and every time, to ensure a far more superior process and client satisfaction.

The role is based at our South Yorkshire offices and will have full accountability and autonomy in working within the Claims Department who are responsible for providing a first-class, professional service to clients, internal and external stakeholders, at every point of contact.

The role's focus is to ensure exceptional contact centre services for clients, which are trusted, valued and provide fair treatment and consistent outcomes across all touchpoints.

You will be accountable for participating in a professional and successful operating culture by meeting the needs of clients and suppliers and the continuous search for ways to improve the customer experience.

Key responsibilities:

Provide leadership, development, and coaching to Handlers to ensure better performance and succession planning.
Monitor, maintain and review quality standards of work completed by your team, ensuring all work is in line with regulatory standards and company procedures.
Address nonperformance promptly in line with our performance management process.
Work to develop a culture of participation, involvement, and improvement by encouraging the team to communicate effectively and efficiently.
Be a knowledge expert for your team and be able to liaise with both internal departments and external partners with confidence in the products handled by your team.
Professional oral and written communication with customers, and external and internal parties.
Handle escalated complaints in respect of the work undertaken by all teams.
Maintain a fair split of TL and Handler responsibilities, by managing your cases to a high standard, continuously building on your knowledge and expertise, and leading by example.

Accountabilities:

Use reports to drive performance and identify focus areas.
Energising your team to achieve high levels of motivation.
Providing ongoing support and coaching for the team.
Upholding company values and policies within your team.
Identify opportunities and suggestions for operational improvement.
Manage your caseload effectively and to a high standard
Technical knowledge of claims journey
Previous call handling experience and supervising/managing others, including coaching and mentoring in a telephonebased customer service team