Customer Claims Team Leader

We're looking for a Customer Claims Team Leader - Motor Claims to be part of our success story. Listed in the Sunday Times 100: Britain's fastest-growing private companies. Great career development opportunities – grow with us.

About the role

A Customer Claims Team Leader - Motor Claims is responsible for the day-to-day management of the claims centre deployment team, overseeing the duties of Customer Service Advisors with an emphasis on proactive conversion and deployment of all repair opportunities. The role is to ensure all potential accident assistance related enquiries and repair instructions are converted into repairs and to subsequently deploy to the most suitable repairer and/or mobility provider, in accordance with the business and client SLAs. They are also responsible for ensuring that all system and data requirements are updated and maintained promptly. At all times, the Customer Services teams are responsible for delivering excellent customer services.

Key responsibilities

• Ensuring the deployment of all repair instructions to the most appropriate and suitable repairer in accordance with workstream parameters and client SLAs.
• Identifying and converting opportunities to sell 'Avant repair services' to ensure repair opportunities are maximised.
• Ensuring all accident management claims are referred to agreed partners in line with targets and SLAs.
• Resource planning to ensure the deployment Team deliver business requirements.
• Delegation and distribution of workload to ensure client SLAs are achieved.
• Daily monitoring of all inbound calls, digital enquiries and repair instructions to ensure they are answered and actioned in accordance with client SLAs.
• Performance management of team members to deliver results.
• Implementation of training and progression plans to improve business and individual performance.
• Ensuring professional behaviour at all times in line with company guidelines.
• To implement best practice in delivering excellent customer services.
• To coach and mentor staff providing the relevant training as required.
• Adherence to Avant's Customer Service Advisor best practice guidance.
• Effective liaison with other departments in the business.
• To respond and resolve enquiries and problems related to claims.
• To assess problems, judging when to pass complex queries on to colleagues or managers.
• To respond to email enquiries from multiple sources and mailboxes.
• Undertaking general claims tasks and administration as required.

Skills and experience

• At least two years' experience operating at a supervisory level or above within a claims centre/call centre.
• Understanding of motor insurance processes and the end-to-end customer claims process.
• Problem-solving skills with the ability to adopt a logical approach to resolving problems.
• Previous experience within a Customer Services role.
• Proficiency in working to service levels and performance measures.
• Experience in a work environment that required collaboration across work groups.
• Escalation management.
• Excellent interpersonal and customer service skills.
• Excellent telephone and communication skills.
• Good listening skills.
• Good organisational and time management skills.
• The ability to work well under pressure.
• Good numeracy and literacy.
• The ability to prioritise and manage your own workload to meet business requirements.
• Experience of working towards deadlines and performance objectives.
• Basic knowledge of Microsoft Office packages.

Additional (desirable)

• Knowledge of motor claims management and body repair.
• Proven experience of working within a technical claims environment.
• Negotiation, questioning and decision-making skills.
• Sound initiative and the ability to adapt quickly to different situations.
• A good eye for detail.
• Good report-writing skills.

Benefits: 33 days holiday (including)