Deployment Team Leader Job at Activate Group Limited (Huddersfield)

Job Description

A Deployment Team Leader is 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 Deployment Team Leader 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.

Job Responsibility

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

Requirements

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

Nice to have

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

What we offer

33 days holiday (including bank holidays)
Personal health cash plan – claim back the cost of things like dentist and optical check ups
Enhanced maternity / paternity / adoption / shared parental pay
Life assurance: three times basic salary
Free breakfasts and fruit
Birthday surprise for everybody

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Deployment Team Leader

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