Team Leader – Claims FTC

Contract
  • Post Date: May 31, 2022
  • Isle of Man
Job Description

Role Description:
Our client is looking for an experienced Team Leader to support the claims team offering an excellent customer service experience by building on our service reputation, and delivering market-leading service excellence for our customers and advisers.

Role Responsibilities:
– Responsibility for the team processing all withdrawals/surrenders and payments out
– Ensure requests are processed in an accurate and timely manner to avoid delay and/or financial loss.
– Set objectives for the team and to ensure that performance of individuals is managed appropriately to ensure targets are met (or exceeded) or appropriate action is taken.
– Manage the team in line with the company’s values, policies and code of conduct, ensuring that all team members conduct themselves in an appropriate way at all times.
– Ensure that any change to processes, the overall team or the wider business as a whole are communicated proactively, and clearer understood by team members.
– Ensure that appropriate controls exist within the team to mitigate risk and to ensure consistent positive outcomes for our customers.
– Maintain MI to accurately report the team’s position in terms of outstanding items and vs service level. Use this data to forecast demand vs supply and highlight any concerns.
– Ensure that errors are recoded and uses feedback loops to identify opportunities for continuous improvements.
– Ensure that we put the customer at the heart of everything we do in line with our Company values.
– Ensure a high quality of service is maintained and that legislative, customer and Company requirements and standards are met within stated timescales.

Skills & Experience Required:
– Minimum 5 A* – C / 9 – 4 Grade GCSEs (including English and Maths) or equivalent – essential
– Certificate in Administration is desirable
– Life Office Administration (FA1)
– Excellent people management / team coaching and leadership skills
– Confident to deputise in the Manager’s absence
– Understands and meets the needs of the customer
– Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities
– Excellent written and verbal communication skills
– “Can Do”, proactive attitude
– Diligent and conscientious in the accuracy of their work, excellent attention to detail
– Ability to operate in a fast paced, dynamic environment and able to work under pressure
– Ability to solve complex problems quickly and decisively

Phone 01624 615600