93. Motor Claims - Team Leader

Based in Tunbridge Wells, Kent, my client, one of the fastest growing independent claims management companies in the UK require a Senior Team Leader within the Motor Claims Contact Centre. Whilst providing excellent customer service to Insurance partners and their clients you will lead and supervise Team Leaders within the Motor Insurance Claims contact centre and provide a stable source of knowledge and support.

The ideal applicant will possess the following: Have a thorough understanding of the technical aspects of the role to resolve referrals, queries and complaints in accordance with the companies procedures. To monitor and manage the performance on both hard and soft targets to ensure each team member aspires, achieves or exceeds their targets/ Key Performance Indicators (KPI's) and that collectively the team achieves or exceeds the Contact Centre KPI's.

Carry out regular quality audits, one-to-ones and Performance Reviews in accordance with company procedures. To support the Call Centre Manager with various ad-hoc administration, to include absence cover. To provide guidance to all contact centre staff. Knowledge, Experience and Qualifications.

Must have demonstrable motor insurance claims experience ideally in a contact centre type environment. Will have Maths & English at GCSE Grade C (or equivalent) and ideally have, or progressing towards, an external relevant qualification e.g. NVQ Level 2 in Customer Service/Call Centre Management and be the owner of a full Driving Licence.