Deputy Team Manager - Inbound Job at 360 Resourcing Solutions (Liverpool)

Job Description

As a Deputy Manager, you will bring extensive experience in handling First Notification of Loss (FNOL) calls, alongside a strong, in-depth understanding of all schemes. You will confidently manage complex queries, providing effective coaching and guidance to support team development. You will carry out regular audits, delivering clear and constructive feedback to drive performance and continuous improvement. In the absence of the Team Manager, you will deputise, assuming responsibility for team performance and ensuring operational standards are maintained.

Job Responsibility

To take inbound calls from customers as a result of a motor incident, validating cover and ancillary products as well as assessing liability
To collate data accurately and effectively
To provide an excellent customer experience by way of a friendly telephone manner and active listening
To provide clear communication to customers and/or their representatives
To meet or exceed own targets and SLAs
Is aware of team targets and SLAs and can monitor performance and actively manage call queues
To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notification
To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
To have in depth knowledge of all schemes
To provide others with support and guidance
To be able to deal with complex queries
To deputise for TM ensuring SLAs are met and any issues dealt with or advice sought as necessary
To undertake audits and provide balanced and constructive performance related feedback
To contribute towards continuous improvement with generation of ideas
To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
To drive your own development by actively seeking development opportunities
To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
To adhere to company policies and procedures
To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

Requirements

Expert knowledge of all schemes
Professional approach
Outstanding communication and customer service skills
Strong written, oral and interpersonal skills
Highly motivated with an ability to work using own initiative
An ability to in work in a fast-paced environment
An ability to work effectively with people across a wide range of levels and responsibilities
Good IT/Keyboard skills
Attention to detail
Good team working skills
Experience in coaching and providing feedback

What we offer

22 days plus bank holidays or day in lieu
Hybrid working model
Holiday buy and sell
2 x Volunteering days to support charitable initiatives
Matched Giving – up to £250 matched for personal charity fundraising
Medicash cash plan
My Medicash App
Discounts and cash back on travel and shopping through Medicash extras
Life Assurance Scheme (4 x salary)
Pension scheme
Funded driving theory test
Active network of Wellbeing Champions
Training and development opportunities
Funded social events
Dress for your day policy

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Deputy Team Manager - Inbound

Job Description

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