Inbound Team Manager - Out of Hours

Salary: £25,000-£31,500 (pro-rata)

Monday-Sunday

15-37 hours per week

Monday-Friday: 3:30pm-10:00pm

Saturday-Sunday: 7:00am-10:00pm

Job Purpose:

As a Team Manager you will be working towards the vision & strategy of Carpenters Group. You will be responsible for leading and inspiring a team of First Response Advisors providing motivation, clear direction and performance assessment to aide delivery of excellent customer service.

Key Responsibilities:

• To lead and motive your team to drive positive performance through effective coaching, delivering great service to customers at all timesTo set, review and ensure achievement of individual measures, team objectives and KPI’s
• To set, review and ensure achievement of individual measures, team objectives and KPI’s
• To proactively manage performance/conduct and absence issues in line with company policies and procedures, liaising with HR as necessary 
• To hold regular team meetings,  engaging your team and providing clear direction and feedback
• To recognise and reward individuals and team achievements
• Compile and supply required MI in order to evidence performance including productivity and workflow
• To identify talent and support the development of your people
• To ensure each claim is dealt with in line with client  procedure and within service standards, in line with agreed authority
• To support all teams with their customer journeys, real-time management, managing productivity, adherence and service levels ensuring colleague feedback and support is given in the moment
• To conduct audits across team and others as directed
• To provide guidance and advice in respect of referrals
• To complete appraisals and reviews of allocated staff, including monthly 1-2-1’s
• To handle complaints as allocated
• To question and challenge peers/managers where processes and procedures do not meet client expectations and any activity that does not place customers interests at the heart of how we do business
• To build great relationships with cross functional teams to ensure overall success
• To drive your own development by actively seeking development opportunities
• To ensure that change initiatives are driven and embedded within your team
• To ensure customers and the business are kept safe through team compliance to all procedural and regulatory legislation as required by FCA
• To take responsibility for your own actions and those of your team ensuring you keep up to date with all communications, processes and procedures
• To support the recruitment and development of an engaged workforce
• To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodiesTo conduct audits across team and others as directed
• To provide guidance and advice in respect of referrals

Experience & Knowledge:

• Ability to lead and motivate
• Excellent interpersonal verbal and communication skills
• Supervisory/management experience in claims environment
• Preferred working knowledge of claims IT systems
• Working knowledge of Microsoft software (Excel)
• Excellent problem solving skills and initiative
• Sound reasoning and ability to identify the issues involved in any problems arising
• Preferred previous experience of managing in high volume telephony environment

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

Benefits:

• 30 days’ holiday inclusive of bank holidays or day in lieu where applicable (pro–rata)
• Hybrid working model (in relevant role)
• 2 x Volunteering days to support charitable initiatives
• Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan – claim back dental / physio / optical appointments
• My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Funded driving theory test (in relevant role)
• Active network of Wellbeing Champions – providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues