Conversions Team Leader
Hours: 9am-5.30pm
Location: Stockport
Driver: Preferred
Opportunity to work for one of the UK’s leading motor claims handling providers who hold more than a decade’s experience in the motor claims market. Consequently, the reputation for reliability and exceeding the expectations of both the customers who use their service has continued to grow from strength to strength.
To achieve maximum conversions within the respective schemes in the Conversion Team, whilst also providing professional, technical operational standards through the day to day leadership, management and development of the Conversion Unit.
Duties
· To assist with the recruitment, motivation, and development of a skilled team which, is deployed to optimise quality and productivity.
· To ensure that all office standards are adhered to and the appropriate actions taken with deviations.
· To ensure that all service level agreements and appropriate measurement and monitoring criteria are achieved.
· To ensure that all-appropriate management information reports for the relevant AVP are produced accurately and within the correct time frames.
· To ensure the team handles the claims confidently and competently. At all times promoting the corporate image of the group and the company’s clients through the provision of the highest level of service quality.
· To ensure that the department is correctly resourced on a day-to-day basis to meet the demand of incoming telephone traffic and claims to convert.
· To ensure that any non-compliance issues highlighted by external / internal auditors are corrected within the appropriate time scales.
· Be able to prioritise workloads and professionally deal with both telephone and email queries from staff and clients, within reasonable time limits.
Experience
· 2+ years Supervisory / team leader experience in a call centre / claims operation
· 2+ years Experience of operating in an insurance / claims operation
· Proven experience of leading, motivating and developing a small to medium team
· Experience of resolving complex customer problems / issues / complaints
· Proven Understanding of customer service processes and systems
· Ability to prioritise and plan resources in response to customer/business drivers
· Ability to prioritise own and team work load to meet service level agreements / targets
· ABI GTA experience
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