Job Purpose
As a Deputy Team Manager you will be fully experienced in advising our customers of legal options available to them and proactively marketing Carpenters legal services. You will be able to deal with complex queries and provide coaching and guidance as appropriate. Undertaking audits and providing feedback, as well as deputising in team manager\'s absence with responsibility for performance during this time.
Key Responsibilities
- To make outbound and take inbound calls from customers assisting them in utilising their legal expenses insurance or providing options if they did not purchase this product
- To collate data accurately and effectively
- To convert referrals into personal injury/ULR claims by ensuring clients are aware of the services available to them.
- To provide an excellent customer experience by way of a friendly telephone manner and active listening
- To provide clear communication to customers and/or their representatives
- To meet or exceed own targets and SLAs
- Is aware of team targets and SLAs and can monitor performance and actively manage call queues
- To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim
- To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
- To have in depth knowledge of all outbound processes
- To provide others with support and guidance
- To be able to deal with complex queries
- To deputise for TM ensuring SLAs are met and any issues dealt with or advice sought as necessary
- To undertake audits and provide balanced and constructive performance related feedback
- To contribute towards continuous improvement with generation of ideas
- To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
- To drive your own development by actively seeking development opportunities
- To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by SRA
- To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
- To adhere to company policies and procedures
- To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies
Experience & Knowledge
- Expert knowledge of all outbound processes and procedures
- Professional approach
- Outstanding communication and customer service skills
- Highly motivated and target driven
- Proven track record for achieving set targets
- Can demonstrate a good understanding of MOJ and claims process
- Experience in coaching and providing constructive feedback
- Ability to work in a fast-paced environment
- Ability to work effectively with people across a wide range of levels and responsibilities
- Good IT/Keyboard skills
- Attention to detail
- Good team working skills
About Us
Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.
About Us Here at Carpenters, we\'ve been providing legal and insurance services across the UK for over 30 years. We\'ve grown from a small law firm into a 1500 people strong team delivering insurance and legal service across the UK from seven office locations. We work in partnership with insurers, brokers and MGA\'s to deliver a variety of fully outsourced claims solutions. Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation. Our culture is what defines us as an organisation and has been built around our 5 core values. We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.
Benefits
- 22 days plus bank holidays or day in lieu
- Hybrid working model (in relevant role)
- Holiday buy and sell
- 2 x Volunteering days to support charitable initiatives
- Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
- Medicash cash plan - claim back dental / physio / optical appointments
- My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life Assurance Scheme (4 x salary)
- Pension scheme
- Funded driving theory test (in relevant role)
- Active network of Wellbeing Champions - providing mental health support
- Training and development opportunities
- Funded social events to connect with your colleagues
- Dress for your day policy
