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Activate Group Limited Logo Activate Group Limited · Customer Service

Claim Centre Manager

United Kingdom, Huddersfield 45000.00 - 50000.00 GBP / Year · Job Posted January 31, 2026
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Job Description

We’re looking for a Claim Centre Manager to join our ARN team and play a key role in being responsible for the day-to-day management of the Customer Service Centre teams (Repair Deployment and Repair Management). The key responsibilities for this role will be to ensure services are delivered in accordance with ARN’s client and business requirements incorporating customer journey excellence.

Job Responsibility

  • Responsible for the day-to-day management of the Customer Service Centre teams (Repair Deployment and Repair Management)
  • Lead and motivate teams including delegating and managing workloads
  • Ensure that services delivered are in accordance with the client specification as well as company and client policies, procedures and standards
  • Deliver performance targets for customer service levels and KPis, ensuring: All calls and communications inbound to the centre are answered in line with SLA’s
  • All repairs are deployed in line with customer requirements
  • All repairs are progressed as appropriate to completion
  • Staff Recruitment in alignment with the requirements of the Head of Customer Experience, liaising with internal and external stakeholders as required
  • Identifying training needs, devising, planning and delivering appropriate training sessions as required
  • Ensuring all Customer Service Centre staff are operating in alignment with Avant company policy
  • Instil best practice, process and systems to drive continuous improvement
  • Create workflow processes where appropriate
  • Pro-active contribution to the company generally, its customers and staff
  • Building and maintaining effective stakeholder relationships

Requirements

  • Strong customer focus
  • Strong interpersonal and staff management skills
  • Excellent communication skills, both written and verbal
  • Ability to set, exceed and meet targets on a consistent basis
  • Ability to think analytically and strategically and a good problem solver, but to react effectively to scenarios in a pressured environment
  • Good eye for detail and ability to interpret statistics and evaluate results
  • Ability to deliver to strict deadlines
  • Excellent IT skills (Minimum Word / Excel / PowerPoint)

Nice to have

  • Body repair industry knowledge
  • Knowledge of the working practices of insurers with regard to motor claims
  • Experience of managing customer call centre environments

What we offer

  • 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
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