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Job Reference ST6364
Location Cardiff
Salary / Hourly Rate £ Excellent + lifestyle benefits
Sector Management
Job Type Permanent
Details Full Time
Date Posted 20 Nov 2018

Job Description

Senior Team Manager – Home Emergency/FNOL
£ Excellent + lifestyle benefits, study support and other excellent benefits you would expect of a global organisation.
Full-Time, 35 hours per week
Cardiff City Centre
Permanent / FTC

Our client specialises in the provision of claims management and loss adjusting services. With their dedication, they’ve been providing outstanding customer service support for over a decade in supporting claimants in a crisis.

The Home Emergency Team deals with calls from policyholders who are seeking emergency assistance with their boiler, plumbing & drainage or emergency security claims, amongst other things. They currently have an excellent opportunity for a Senior Team Manager to join their Home Emergency Team at a time of exciting business growth.

You will be responsible for managing a team of four Team Managers, their complaints team (a team of two) and their employee development coach. You`ll hold responsibility for day to day operational delivery on the claims centre floor, coaching, developing and mentoring your team, ensuring client service level agreements are met and systems and controls that are in place, are implemented and embedded into the departmental culture.

You will support and deputise for the Home Emergency Client Delivery Manager, so will need to have a proven ability to liaise with clients across a wide spectrum, to meet their needs as well as manage expectations.

This is a great transitional role which will give the job holder the opportunity to manage managers, whilst gaining exposure to more strategic initiatives in support of the Home Emergency Client Delivery Manager.

About you:

Our client are looking for an individual who is `hands on` when it comes to operational effectiveness. Naturally, you`ll have the business acumen in removing hurdles, waste and drive efficiency of your teams. You`ll ideally come from a service centre background and have a successful track record in managing a team of team managers.

Flexibility is key. Although the core operating hours are 8am to 6pm Monday to Friday, supporting the Out of Hours Helpline at times of extreme demand, during weather events is key to delivering against our service level agreements. There will also be times when we are working to tight deadlines so the flexibility to get the task done, will sometimes be necessary.

You will:
• Have previous experience as Team Manager within fast paced target driven environment is essential
• Excellent planning and organisational skills with the ability to multi-task and prioritise a team`s workload
• Be proficient in handling escalated client objections
• Be highly self-motivated with the ability to lead and inspire others to maximise their potential.
• Be passionate about quality
• Have a proven track record of high personal achievement against demanding business objectives
• Have excellent coaching skills
• Project self-confidence, personal credibility and a professional image
• Be highly articulate with excellent written and verbal communication skills
• Have a strong understanding of campaign financials and revenue generation
• Have excellent influencing and interpersonal skills
• Have a strong understanding of contact centre technology & methodology
• Have excellent presentation skills

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