We are recruiting for a team leader within our Household Claims business area in Birmingham. This is an exciting opportunity for an individual to lead a large sized team of household recovery handlers.

Communication

• To be clear and concise when communicating with all stakeholders, utilising conversation management techniques in all key messages
• Demonstrate ability to communicate effectively with internal and external customers and stakeholders on a wide range of subjects
• To adapt communication style in order to interact with internal and external customers and stakeholders in difficult or sensitive situations
• To ensure that Every Day Matters brand is portrayed in every communication, to provide a Positive Memorable Experience for all internal and external customers and stakeholders

Claims Management

• Build winning relationships with key stakeholders and suppliers, working collaboratively to deliver the best outcomes for the business and our customers
• To provide support in delivering the correct commercial and technical decisions for the customer and the business
• Foster a cohesive creative and transparent environment to deliver team  performance in line with business objectives
• To initiate business improvements and clearly demonstrate improvements via process confirmation
• To benchmark teams results against department measures to enhance performance to use data to understand teams performance

Case Management

• Ensure your team is resourced and skilled to meet customer demand
• To deliver claims life cycle by empowering the teams to make the right decisions effectively and efficiently for the customer and the business
• To encourage and create active team work  by taking a wider interest in the overall customer journey

People Management

• Unlock the full potential of your people through engagement by recognising and rewarding outstanding performance
• Inspire and motivate others to  realise their full potential and deliver outstanding performance
• Ensure recruitment and retention of staff are handled, in line with L&G policies, processes and procedures
• To have effective conversations to manage performance, conduct, attendance and behaviours
• To carry out informal and formal disciplinary meetings in line with current policies and procedures and document outcomes. i.e. action plans and Performance Improvement Plans
• To carry out 1-1’s and formal 6 monthly reviews in line with company guidelines

Coaching and Development

We ensure our people are the difference that makes the difference through effective coaching models and dynamic career development    

To provide agile coaching sessions with staff members to work on development needs as and when they arise

To fully understand your teams DNA profile in order to pitch coaching and development at the correct level to create a bigger impact

To set aside and prioritise coaching sessions through call listening, by utilising accredited coaching techniques in order to improve the customer journey

To deliver feedback constructively, highlighting areas of strength and opportunities and document coaching outcomes to track progress/improvement

To be creative with coaching styles to enhance learning, create self-awareness and instil confidence and responsibility

To support people to design their individual career path and to own their personal development plans

Regulation

To protect our customers, shareholders and staff by complying with all regulatory requirements

Understand and apply all process controls outlined within the role to support the delivery of FCA (Financial Conduct Authority) rules

Understand and apply all process controls (including DPA/Information Security guidelines) to ensure all claims are compliant, ensuring customer complaints are handled within business / FOS guidelines, escalate complex complaints to the Customer Relations Team where necessary

To ensure that TCF is at the heart of all our customer interactions

• A significant amount of Team Management experience, preferablly in a Household Insurance Recoveries environent
• Demonstrate Role model attributes by positive behaviours, maximising your personal effectiveness and contribution to the role, through on-going commitment to personal and professional development
• Self-motivated and able to use own initiative
• A team player, willing to listen to others and offer ideas and suggestions for improvement
• Flexible and able to multi task
• Good understanding of teams needs and can adapt to different situations providing support and guidance
• To ensure appropriate escalations are made where relevant, following the correct process
• Proactively seeks out opportunities to take on new responsibilities and commits to promises made
• To understand all HR policies and procedures.  To utilise intranet site where needed for support/guidance

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.