Appeals Team Leader

Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart, underpinned by strong social value and ESG credentials, and celebrated as a multiple award winner. Yes, our roots are in carpark management; however, we’re so much more, expanding into new verticals to disrupt industry norms and elevate our sector with technology-led solutions that deliver measurable business impact for our clients, as well as improve the public's everyday experience of travel and parking.

We are seeking a dedicated Appeals Team Leader to oversee the smooth operation of the Appeals Adjudicators, ensuring that appeals are resolved within agreed timeframes and in compliance with all applicable laws and regulations.

Responsibilities and Duties:

• To take ownership and accountability of team 121, appraisals, staff absence, misconduct and capability.
• To develop and train the appeals team to ensure a high standard of appeals correspondence.
• To ensure the team meet and exceed service delivery levels in line with internal and external guidelines.
• To develop the appeals procedures, policies and standards of work and review to achieve ongoing departmental objectives.
• To investigate and solve complex appeals.
• To competently advise team members on BPA/IPC Code of Practice.

Who You Are:

• You will be an experienced team leader with a positive attitude who can lead a team of successful Appeal Adjudicators.
• You will be able to coach and train your team providing the support and development they need to thrive in their role.
• You will be a confident communicator to stakeholders of all levels.
• Your planning and organisation skills will be paramount.
• Show excellent attention to detail in tasks, analysis and reporting.

The successful applicant must agree to a Basic Disclosure under the Disclosure and Barring Service (DBS) procedures. Employment will be offered to the successful applicant subject to a satisfactory Disclosure report.

Agena Values:

• Ambitious: we aim for world class service.
• Disruptive: we’re here to change the industry.
• Ethical: we do things for the right reasons.
• Insightful: we use research to guide our decisions.
• Collaborative: We’re better when we work together.
• Innovative: we help people see things differently.

Other Information About The Role:

• Salary: £31,500 per annum.
• Hours: 40 per week; Monday to Friday 9am to 5.30pm.
• Location: Newton Abbot or Lancing with hybrid flexibilities after probation period.
• There is free onsite parking. The office dress code is smart casual.
• You must be able to legally live and work in the UK without sponsorship.
• The postholder may be required to travel to external meetings on occasion by the most effective means available.

Benefits:

• Discounts on gym memberships, travel bookings, high street vouchers and days out.
• Technology benefits, Wellness benefits, Health Care plans and Car Lease benefits.
• Incremental holiday increases to recognise long service.
• 2 volunteering days a year.
• Employee Assistance Programme 24/7 confidential, independent and professional counselling.
• Cycletowork scheme.
• EV Charging points at office locations.
• Regular team/company socials.
• We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.
• We are a Mindful Employer and are committed to supporting your mental health at work.
• The Agena Group are proud to be part of the Disability Confident scheme.

To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact recruitment@agenagroup.com.