Team Leader
Hull
£27,979 per annum

Purpose
The Team Leader is responsible for the management of motor claims relating to vehicle accidental damage, working as part of and supervising a team to deliver the highest possible standards of customer service. Able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis, are maintained.

Role Profile

• Implementation of full training package, ensuring up to date and ongoing training is provided to all team members and recorded.
• Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures.
• Ensure that you and your team are kept fully up to date with new and amended SLA's.
• To record all client issues and feed back to your Line Manager and Account Managers where necessary.
• Review repairer performance and adherence to agreed SLAs in real time via the company's internal systems targeted and exceptions reporting, liaise with Management Team as required.
• Act as a first level point of contact for repair network members, clients, suppliers, customers, partners and your team.
• To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner.
• Ensure that all admin tasks are completed with SLA including deployment of claims.
• Ensure that everyone within the team is responsible for answering calls within targeted timescales by monitoring telephone reporting tool and wall boards.
• Monitor email inboxes to ensure they are actioned within agreed SLA.
• Report on telephone and email performance to your Line Manager.
• To ensure the accurate and detailed recording of all information utilising the company's management systems so as to provide comprehensive audit trails. Undertake audits as agreed with your Line Manager.
• Ensure accurate deployment of claim notifications to repairers via rules driven in house management system, and within internal and external SLA's.
• Manage customer complaints in line with company policy.
• Ensure that full in-depth information is captured and logged to enable full reporting on the EOD.
• Ensure that everyone within the team is responsible for processing and resolving expressions of dissatisfaction within FCA guidelines and internal/external SLAs.
• Assist with root-cause analysis reviews as required.
• Where required and authorised, ensure hire is provided, recorded and managed correctly to ensure costs are kept to a minimum.
• Liaise with other departments to seek assistance and resolution where required.
• Provide structured reporting for analysis and management of the department.
• Provide ad hoc reports to Directors and regional Business Managers as requested.
• Undertake staff performance audits, monthly staff reviews (one to ones) and annual appraisals. Provide feedback to the staff member and provide overview reports to Line Manager.
• Chair monthly team meetings.
• Administer scheduled break rotas and holidays to ensure service levels are not affected.
• Look to enhance the ongoing improvement of the department's infrastructure, resources, systems and processes.
• Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards.
• Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our client's values .
• To promote our business and that of our clients by providing exceptional and friendly service at all times
• The completion of duties as required from time to time by the Management Team.

Person Specification
Essential Requirements
You will ...

• have minimum of 1 year experience leading a team
• have proven success in leading and motivating a team to achieve business targets
• have proven ability of coaching, mentoring and implementing action plans to grow a team to achieve business set targets
• have excellent oral and written communication skills
• be customer focused
• have ability to resource plan to ensure business SLAs achieved
• have ability to work under pressure and prioritise own work to achieve deadlines
• have good knowledge and understanding of Microsoft Office

• have an intermediate Microsoft Excel qualification
• have previous experience of working in a Contact Centre in a leadership position

Benefits

• Holiday purchase scheme
• Additional birthday holiday day
• Employee benefits Scheme, including counselling service and 24/7 GP service.
• Free food days
• Free parking
• Close to shops and amenities