Claims Team Leader Job in Huddersfield. Apply for the latest Huddersfield jobs in Customer Services in Huddersfield, West Yorkshire, United Kingdom.
Claims Team Leader Job in Huddersfield
Job Description
About the Role
Driven by customer demand, we are adding to the senior levels of our claims team to enhance our dedicated unit of experienced and knowledgeable claims professionals who together will directly service our clients.
Reporting directly to the Head of Claims, the Claims Team Leader role will be responsible for assisting in all aspects of the team performance.
A true leader, you will be required to understand the people and culture of the organisation. You shall demonstrate clear and decisive leadership whilst creating a fully capable, motivated, and engaged team. The continual performance improvement and ongoing professional development of your team is essential to the success of this role and our business.
The role requires you to be pro-active in your approach and to be confident in making decisions, as well as responding appropriately to live situations, ensuring that the team meets all strategic and performance departmental objectives and indicators.
You will be required to work collaboratively with all partners, stakeholders, and colleagues to ensure that there is a seamless transfer of operations between the respective team shifts covering both our core and non-core operating hours. This will include continuous reporting to the Head of Claims (and other Senior Managers/Directors as appropriate) to inform and update on agreed performance indicators and making informed proposals for driving improvement whenever necessary.
The key duties and responsibilities of the role will include but not be limited to:
Effectively contribute to the delivery of the departmental objectives through the claims team achieving agreed performance targets as part of meeting the overall expectations of the Company
Effectively plan, manage, control, prioritise and communicate both your own workload and that of those individuals within the claims team to perform the expectations of your role, contributing to the successful delivery of the strategic department plan
Capable of assessing all new claims enquiries in a live environment to assist team members, considering all relevant case issues applicable to accepting or rejecting a new enquiry
Certain shifts, or at times of high customer demand, the role may involve assisting the team in the handling of new enquiry calls
Barging of live calls to provide detailed assistance to team members as required
Objectively assess the authority levels of claim team members and their suitability for making individual assessments of new enquiries
Commit to undertaking continual professional development both individually and with all members of the claims team with direct responsibility for helping to develop those working as Claims Supervisors. This will include planning and participation in regular reviews to identify, recognise and report on both your own development needs and the needs of those within the claims team
Work with the Head of Personnel to plan and deliver training to the claims team, including responsibility for training new members of staff, to ensure that call skills and technical expertise is applied consistently to all communications with customers
Assessing probation performance and providing all supporting documentation to the Head of Claims with a recommendation to pass or fail an individual’s probation period
Produce and circulate timely and accurate performance, activity reports and spreadsheets as directed by your line manager
Helping to develop and implement new opportunities, products, and services to the claims team as part of the overall business delivery objectives
Attaining, and wherever possible exceeding, all individual and team objectives as agreed with your line manager
Ongoing review of current working practices within the team to identify all opportunities to improve performance, efficiency and cost benefits within the department and presenting all proposals to your line manager and/or other senior management executives within the business
Capable of learning and working with all internal IT/software systems and using your knowledge and expertise to identify area of system process improvement and efficiencies for the claims team and/or wider business and effectively communicating those ideas to your line manager
Assist with recruitment within the team, including interviewing and induction of new starters
Attend and contribute to meetings and/or audits with clients, business partners or other suppliers as required
Prepare employee engagement plans, team briefings and team meeting on both a regular and an as needs basis
Apply your knowledge and experience of the legal services industry to make quick, accurate and confident decisions within the team and for those team members requiring guidance
Be a champion for the client’s values across the business, ensuring that the claims team always understand and display our values in their daily conduct
Lead by example to inspire and motivate the claims team, whilst ensuring that the general welfare and needs of the team are reasonably always considered to deliver a friendly and enjoyable environment and atmosphere for the team
Dealing with staff issues and taking responsibility for the team. Conduct meetings to resolve issues as necessary
Record, report, and where necessary escalate to the Head of Claims, on all unplanned absence and punctuality issues that may arise within the claims team
Assume the role and responsibilities of the Head of Claims and Assistant Head of Claims in their absence
Review all plans for overtime as presented by the Claims Supervisor
Acknowledge and respond to correspondence from designated business partners in accordance with established processes and procedures
About the Successful Candidate
The successful candidate must demonstrate a record of achievement against the following criteria:
Experience
Essential
Should be currently working in the legal services industry and have an in-depth knowledge of the claims industry
Previous call handling experience and supervising/managing others, including coaching and mentoring in a telephone-based customer services team within a legal and target driven environment
Experience of delivering agreed values and objectives
Technically competent in assessing new client enquiries to ensure that they are processed correctly
Desirable
Familiar with the role and regulations of an authorised Claims Management Company
Familiar with leading teams in a remote working environment
Skills
Accuracy and attention to detail
Ability to gain the respect and enthusiastic support of the whole team
Ability to energise and enthuse the team to fulfilling all expectations consistently
Ability to promote a high level of co-operation between all team members
Ensuring team members are provided with all the tools necessary to fulfil their own personal and the Company’s ambitions
A flexible approach to work with the ability to adapt and plan for new and changing priorities
Location: Huddersfield
Category: Customer Services
Job Title: Claims Team Leader
Salary: £26000 – £30000/annum
Benefits: Full Time
Job Type: Permanent, Full Time
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