London: London North.
£28,000 - £38,000
A new vacancy has arisen for a Personal Injury Claims Team Leader in London. The role will involve recruiting, managing, motivating and developing a team of personal injury claims handlers. Challenging current work procedures and recommending cost effective process improvements or developments that improve productivity, customer service or staff satisfaction. Ensuring excellent customer service is delivered to and on behalf of clients. Monitoring communication with customers and service providers ensuring that all established standards are met or exceeded. Ensuring a team achieves an average elapsed time for open claims of at least their target level. Ensuring complaints are handled efficiently and effectively. Ensuring telephone call backs are dealt with on due date. Reacting quickly to ever changing demands posed by incoming workload. Leading by example in identifying and achieving continual quality, business and performance improvement opportunities.
Developing team members to their full potential and organising their training needs. Running 1-2-1's, team meetings and monthly performance reviews. Carrying out 2 quality audits a week on each handler. Proactively identifying and addressing poor performance issues, advising on scope for improvement, enforcing effective discipline and ensuring a clear development plan exists for all employees within the team. Managing absence e.g. return to work interviews and holiday allocation. Continually improving employee satisfaction.
A proven track record of managing a personal injury team essential. A proven track record of managing resources to optimise the balance between service delivery and operational efficiency. Strong Insurance/PI/Motor claims knowledge and understanding of Regulatory Compliance. Evidence of coaching and developing people. The ability to manage processes and procedures. A forward thinking leader that sets a positive example. The ability to utilise IT for maximum advantage. Problem solving ability.
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