Customer Claims Team Leader - Motor Claims

Customer Claims Team Leader - Motor Claims Location: Huddersfield Department: Customer Experience Contract type: Permanent / Full-time

About the role

We're looking for a Customer Claims Team Leader - Motor Claims to join our Customer Experience team and play a key role in being responsible for the day-to-day management of the claims centre deployment team, overseeing the duties of Customer Service Advisors with an emphasis on proactive conversion and deployment of all repair opportunities.

The role of the Customer Claims Team Leader - Motor Claims is to ensure all potential accident assistance related enquiries and repair instructions are converted into repairs and to subsequently deploy to the most suitable repairer and/or mobility provider, in accordance with the business and client SLAs.

They are also responsible for ensuring that all system and data requirements are updated and maintained promptly.

At all times, the Customer Services teams are responsible for delivering excellent customer services.

Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Key responsibilities

• Ensuring the deployment of all repair instructions to the most appropriate and suitable repairer in accordance with workstream parameters and client SLAs.
• Identifying and converting opportunities to sell 'Avant repair services' to ensure repair opportunities are maximised.
• Ensuring all accident management claims are referred to agreed partners in line with targets and SLAs.
• Resource planning to ensure the deployment Team deliver business requirements.
• Delegation and distribution of workload to ensure client SLAs are achieved.
• Daily monitoring of all inbound calls, digital enquiries and repair instructions to ensure they are answered and actioned in accordance with client SLA's.
• Performance management of team members to deliver results.
• Implementation of training and progression plans to improve business and individual performance.
• Ensuring professional behaviour at all times in line with company guidelines.
• To implement best practice in delivering excellent customer services.
• To coach and mentor staff providing the relevant training as required.
• Adherence to Avant's Customer Service Advisor best practice guidance.
• Effective liaison with other departments in the business.
• To respond and resolve enquiries and problems related to claims.
• To assess problems, judging when to pass complex queries on to colleagues or managers.
• To respond to email enquiries from multiple sources and mailboxes.
• Undertaking general claims tasks and administration as required.

Skills and experience

• At least two years' experience operating at a supervisory level or above within a claim's centre/call centre.
• Understanding of motor insurance processes and the end-to-end customer claims process.
• Problem-solving skills with the ability to adopt a logical approach to resolving problems.
• Previous experience within a Customer Services role.
• Proficiency in working to service levels and performance measures.
• Experience in a work environment that required collaboration across work groups.
• Escalation management.
• Excellent interpersonal and customer service skills.
• Excellent telephone and communication skills.
• Good listening skills.
• Good organisational and time management skills.
• The ability to work well under pressure.
• Good numeracy and literacy.
• The ability to prioritise and manage your own workload to meet business requirements.
• Experience of working towards deadlines and performance objectives.
• Basic knowledge of Microsoft Office packages.

Desirable (but not essential):

• Knowledge of motor claims management and body repair.
• Proven experience of working within a technical claims' environment.
• Negotiation, questioning and decision-making skills.
• Sound initiative and the ability to adapt quickly to different situations.
• A good eye for detail.
• Good report-writing skills.

Benefits

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 33 days holiday, including bank holidays
• Personal health cash plan - claim back the cost of everyday healthcare such as dental and optical check-ups
• Enhanced maternity, paternity, adoption and shared parental pay
• Life assurance at three times your basic salary
• Free breakfasts and fresh fruit
• A birthday surprise for everyone

What you can expect from us

At Activate Group, we want everyone to have the tools and support they need to do their best work. We're an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose - making someone's bad day better. You'll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.

We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We'll also support your ongoing development through regular feedback and career planning.

Whether you're based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you'll be part of a supportive culture where people are encouraged to succeed.

A bit about us

Activate Group is a fast-growing business approaching 1,000 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.

We also work with the UK's largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.

Our purpose & values

Our purpose underpins everything we do: Make someone's bad day better

Our values define how we work with our team members, customers and suppliers:

• Make it happen - Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better - Be bold. Challenge the norm - make small improvements often.
• Win together - Be a team player. Win together, learn together, respect each other.