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The primary responsibility of this role is to effectively manage a team of claims technicians within the Control Centre, ensuring that operations run smoothly and that the team meets its financial, quality, and customer service targets. The role involves overseeing the team’s daily tasks, improving processes, managing performance, and driving change to meet business objectives.
Responsibilities:-
Team Oversight & Daily Operations:
- Lead and manage the day-to-day activities of a team of claims technicians, ensuring work is carried out efficiently and on schedule.
- Oversee the allocation of tasks and ensure the team works towards achieving key targets and SLAs.
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Financial Oversight:
- Actively work to reduce financial leakage on claims by ensuring proper handling, monitoring, and control of costs.
- Keep a comprehensive understanding of the current Work in Progress (WIP) and ensure resources are allocated appropriately.
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Customer Service & Engagement:
- Gain a deep understanding of the customer’s needs (insurers, policyholders, etc.) and ensure these are effectively met by the team.
- Ensure the team delivers high-quality service that aligns with customer expectations.
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Workload Management & Prioritization:
- Help prioritize tasks and workloads to ensure that the team meets deadlines and service level agreements (SLAs).
- Manage capacity within the team to handle fluctuating demand effectively.
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Process Improvement & Best Practices:
- Regularly review and assess current working practices to identify areas for improvement.
- Lead the development and implementation of best practices to improve efficiency and quality within the Control Centre.
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Change Implementation:
- Drive and implement changes in line with business objectives and project initiatives.
- Oversee the effective rollout of new processes and systems to improve operational performance.
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Staff Development & Performance Management:
- Conduct regular one-on-one meetings with staff, providing feedback, coaching, and support to encourage personal and professional development.
- Carry out performance audits to ensure staff consistently meet key targets and quality standards.
- Manage the performance of both Senior and Claims Technicians, addressing any issues and ensuring high standards of work.
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Training & Coaching:
- Deliver training and development opportunities to all Control Centre staff to improve skills and maintain up-to-date knowledge.
- Foster a culture of learning, ensuring the team is continuously developing their expertise.
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Collaboration & Communication:
- Maintain clear communication with other areas of the business to ensure smooth service delivery and align on key objectives.
- Regularly engage with Control Centre staff to ensure they understand the company’s goals, key messages, and expectations.
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Complaint Handling:
- Support the resolution of customer complaints in a professional and efficient manner.
- Manage low-level complaints and ensure that they are resolved promptly to the satisfaction of all parties.
- Achieving Service Levels: Ensure that all service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
- Achieving Business Objectives: Ensure that the team’s efforts contribute to the achievement of the company’s broader business goals, including financial, quality, and customer service targets.
- Compliance with Policies & Procedures: Ensure all activities and processes comply with company policies, procedures, and regulations.
Hybrid working, Buckinghamshire (2 days from home)
Monday - Friday
Salary DOE £30,000-£40,000
