[Hiring] Team Manager - Major Complex Loss @Davies

Role Description

Are you an experienced people leader who knows how to bring out the best in a busy claims team? We’re looking for a proactive and supportive leader to take ownership of the day-to-day running of the team, ensuring excellent customer service, strong technical standards and consistent delivery against SLAs.

You’ll play a key role in:

• Coaching and developing colleagues
• Managing performance
• Improving processes
• Keeping the team focused on its goals
• Creating a positive, calm and accountable working environment

If you enjoy developing people while keeping a close eye on operational performance, this could be a great next step.

What will your day look like:

• General Standards
  • Manage Service Level Agreements in terms of Telephone answer rates
  • Understand and implement office standards
  • Understand and implement company and industry procedures around compliance
  • Understand individual Delegated Authority Agreements
  • Understand and agree targets
  • Understand the principle of Treating Customers Fairly
  • Daily Set up of own team, taking into account targets set and current business needs
  • Ensure all groups are exceeding SLA’s on telephony, providing daily reports to track trends, identify areas for improvement and feedback to team
  • Adhere to and promote the required office standards
  • Highlight problems and propose beneficial changes to systems and procedures
  • Adhere to terms and conditions of Delegated Authority Agreements
  • Responsible for messaging to own team and ensuring all team members understand and comply with message
• Technical Standards
  • Ensure appropriate levels of quality exists within MCL
  • Ensure technical accuracy
  • Support team with ad hoc queries and ensure all technical referrals presented are answered via coaching and mentoring the individuals
• People Management
  • Perform monthly one to ones with all team members, setting clear objectives
  • Provide team members with the correct tools to complete annual PDRs through support and coaching
  • Perform daily ‘set up’ of the team
  • Ensure teams or individual team members Bradford factor does not exceed the company accepted standard of 70
  • Working closely with the Team leader ensuring all team members are performing in line with their own job specification
  • Ensure all new starters are inducted into the business and specific unit, in line with the probation pack
  • Ensure all business incentives, employee recognition, and available training is utilised and promoted to all team members
  • Manage rotas and holidays / other leave, ensuring adequate cover at all times
  • Work closely with the Team Leader to ensure there are no backlogs and the team are in SLA
  • Ensure all are documented and retained
  • Ensure all teams members understand their targets/ objectives for the day / week / month, via effective communication – verbal and written
  • Introduce Attendance Improvement Plans for individuals where absence levels are not met
  • Introduce Performance Improvement Plan for individuals whose performance levels are falling short of what’s expected
  • Vocalised and documented in reviews
• Behavioural Standards
  • Create a calm working environment
  • Approachable and Supportive
  • Assertive - hold team and individuals accountable
  • Treat each team member as an individual
  • Ensure effective communication – verbal and email
  • Deal with any ad hoc issues raised
  • Adapt to individuals learning styles and preferred method of communication
  • Reward and recognition
• Personal Development
  • Take ownership of personal development
  • Completion of required Accelerate courses in accordance with your current level
  • Collate evidence of working towards next level
  • Prepare for monthly one to ones and PDRs
• Projects/ Adhoc
  • Support Head of MCL with Daily tasks
  • Produce Monthly MI reports for Head of MCL
  • Assist Regional Directors with chasers for the adjusters
  • Implementing processes to enable the team are working efficiently
  • Work aged weekly debt, ensuring this is going down and updating the Head of MCL
  • Assisting allocating New Claims Escalations and Complaints – ensuring company policy is complied with
  • Escalate any IT issues to resolve matters for adjusters/team
  • Assist with recruitment
  • Deal with any ad hoc issues raised
  • Ensuring these are produced on time for meeting
  • Chasing adjusters to complete draft reports to reduce the aged debt

Qualifications

• Previous experience leading, supervising or managing a team, ideally within a claims, insurance or customer service environment
• Strong understanding of claims operations, service standards and SLAs
• Experience coaching, mentoring and developing colleagues to achieve individual and team objectives
• Confident managing performance, attendance and development conversations
• Strong organisational skills with the ability to prioritise workloads, manage rotas and respond to changing business demands

Benefits

• Career & Purpose
  • Davies Innovation Lab
  • Leadership training programme
  • Funding for professional qualifications
  • Thrive at Davies; learning opportunities
• Environmental & Social
  • The Davies Foundation
  • Local charity funding
  • Pennies To Heaven
  • Employee Resource Groups
  • Employee volunteering programme
• Financial Health
  • Pension, 5% employee and 5% employer contribution
  • My Choices at Davies provides; High Street discounts and Financial wellbeing hub
  • Life assurance: x4
  • Refer a Friend
  • Cycle to Work Scheme
  • Lease car salary sacrifice
  • Davies Incentive Plan
  • Enhanced maternity, paternity and adoption pay
• Mental, Physical & Emotional Wellbeing
  • Wellbeing centre; move, munch, money & mind focus
  • Discounts with 100's of UK retailers
  • EAP; 24/7 confidential helpline
  • 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
  • Flexible working
  • Dress for your day
  • Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
  • Flexible benefits include; holiday purchase plan and a opportunity to purchase health cash plan and BUPA dental plan