Customer Service Representative I
accessiBe
Team Manager
MDD Forensic Accountants
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage colleagues and handle allocated motor claims, ensuring claims are handled in accordance with client requirements
- Responsible for achievement of the team’s targets and operational measures
- Deliver a quality service and ensure client service compliance
- Lead the team and establish a high performance culture
- Motivate, innovate and build rapport with team members
- Undertake file reviews and ensure audits are in place across the team
- Ensure the team create and maintain accurate claims management system records
- Identify training needs and support development to meet performance requirements
- Drive continuous improvement, adhere to client protocols and deliver KPIs
- Use systems to monitor staff performance and assist with performance reviews
- Manage performance issues and liaise with HR where appropriate
- Assist Operations Director with capacity assessment and assist in recruitment when requested
- Prepare client, team and sector analysis and assist in bulk client file reviews
- Present to colleagues and lead regular team meetings to communicate developments and expectations
Requirements
- Experience in a similar Team Manager role in claims (experience in a similar role is essential)
- Claims handling and team management experience
- Ensure the team are working to client SLA’s – related to FNOL claims services (in hours and OOH teams) and repair management
- Experience of audits and quality reviews of claims files
- Ability to create and maintain accurate claims management system records
- Ability to identify training needs and recommend appropriate training solutions
- Knowledge of SOPs and ability to review files against client SOPs
- Competent and demonstrable leadership with Microsoft, Reporting, and HR systems
- Experience driving continuous improvement in claims handling and delivering KPIs
- Ability to monitor staff performance, productivity, sickness and holidays using systems
- Experience holding regular 1-2-1s and managing unsatisfactory performance, liaising with HR
- Experience assisting in recruitment of claims handlers and support staff
- Excellent communication skills with an ability to engage with clients and effect & manage change
- Be flexible in approach and willing to work outside normal office hours where required
