Customer Claims Team Leader

Location: BCA Manchester / Hybrid

Hours: Contracted to 40 hours per week over 5 of 7 days; 9hr shifts between 8am and 7pm Mon-Fri and 8.30am-5.30pm Sat - Sun. Shift pattern to be determined based on business and personal requirements.

Job Status: Permanent

Main Purpose of The Role: Managing the day-to-day activities of the Customer Claims team, providing guidance, coaching and support to Claims Advisors to ensure targets are achieved whilst delivering a high quality service.

Key Responsibilities:

• Allocate and prioritise workflow for the team to achieve KPIs and Service Levels.
• Collate results of activity and distribute as necessary.
• Motivate, coach and support the team daily to achieve and exceed individual and team targets.
• Manage and coach individuals to ensure they are demonstrating the department’s values and behaviours.
• Conduct regular 121’s and appraisals for the team, delivering constructive performance feedback and identifying development needs.
• Resolve referred customer-related issues/complaints in a manner which maximises customer and company satisfaction.
• Act on customer feedback by discussing this with your team, engaging with customers to gain more insight and delivering action plans to make improvements.
• Manage and review the team’s performance, facilitating training issues and performance management quickly and effectively to ensure highest standards of customer service are maintained.
• Assist with the implementation of new projects/services and processes.
• Be actively involved in the recruitment and selection process for the department.
• Provide Operational feedback to the Claims Team Manager to assist in driving continuous improvement across the department/claims process.
• Build and maintain relationships with all key stakeholders and internal/external customers in order to improve customer experience.
• Effectively manage performance and conduct issues in line with company policy.
• Effectively manage absence in line with Company policy to ensure absence is kept to a minimum.
• Conduct team briefings and meetings as and when required.
• Represent the Claims Team Manager in his/her absence.

Knowledge and Experience Required:

• Team leadership skills to motivate team members and create a strong team environment.
• A track record of successfully leading a team to achieve targets and objectives.
• Experience of managing contact centre/claims teams.
• Experience working with a customer focused environment, ideally claims but not essential.
• Ability to coach and develop others to help them achieve their potential.
• Ability to challenge poor behaviours/attitudes that do not deliver service excellence.
• Ability to work under pressure and to deadlines.

Benefits: We’ve put everything in place to ensure you thrive. Competitive salaries, strong core values and an excellent benefits package that includes:

• Onsite parking
• Company Pension Scheme
• Cycle to work scheme
• An Employee Assistance Programme
• Enhanced maternity, paternity, and adoption leave
• Access to trained Mental Health First Aiders
• Access to BCA Rewards which provides online and store discounts with a range of retailers
• And so much more...

We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible. Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.