Call Centre Team Leader ??? Out of Hours

23000.00 - 25000.00 GBP Annual + GBP23000 - GBP25000/annum + Excellent Benefits Package
19 Jun 2017
09 Jul 2017
Contract Type
Full Time
We are seeking a full time Out of Hours Shift Team Leader to manage a team of 8 call handlers. Working 37.5 hours per week on an agreed shift pattern to cover our opening hours of 8.00am - 8.00pm, seven days a week, 365 days a week. Due to the nature of this role there is the expectation that the shift pattern worked will include working until 8pm in the evenings and normally either a Saturday or Sunday, every other weekend. There will also be a requirement to work some bank holidays.

Key Responsibilities for the Call Centre Team Leader;

Allocate claims within team, ensuring they are reviewed and recorded on CARAT within product standards, with correct policy coverage and appropriate cause and reserves.
Supervision of team members to ensure Service Level Agreements are complied with.
Provide training and facilitate development of team in accordance with GB Learning & Development Prospectus.
Timely completion of appraisal process.
Approve claims settlements within financial authority.
Ensure team has knowledge of Service Instructions and Policy Wordings.
Liaise with client to ensure their requirements are met, attending review meetings where appropriate.
Respond promptly to complaints.
Ensure diary procedures are followed to maintain accurate reserves and a 1:1 closing ratio.
Manage own solicitors in litigated cases to ensure litigation standards are met.
Assist Operations Manager in general office administration to ensure smooth running of office.

The ideal candidate will have / be:

Supervisory experience gained from a call centre / telephone based customer service environment
Experience of working with SLA's / KPI's
Excellent time-keeping skills
Flexible attitude and the ability to work within a changing environment
Willing to work weekends and bank holidays
Excellent motivational skills
The ability to communicate well within your team and to senior members of staff
Confident in leading others

Working hours: 37.5 Hours per week, 8am-8pm 7 days per week on an agreed shift pattern
Reporting to: Branch Manager

If you feel that you meet the criteria above for the Call Centre Team Leader position then please apply now

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