Team Manager - Major Complex Loss

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 and keeping the team focused on its goals, while 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
• Adhere to the principle of Treating Customers Fairly
• 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

Knowledge and Abilities:

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 heath cash plan and BUPA dental plan