This role is to handle claims and support the team leader within the day to day operation of the team – including productivity, audits, coaching and mentoring of staff

Occasional travel to other UK Offices may be requiredNo direct reportsExtensive Knowledge of the insurance market, the basic insurance principles and the ability to apply themExtensive Knowledge and understanding of standard policy terms and market variations.Good understanding of Client SLA compliance/productivity/quality requirementsGood understanding of FSA procedures and TCF initiativeAbility to work on own initiativeAbility to demonstrate attention to detailExcellent customer service and communication skillsA positive attitude and a proactive approach to solving problemsInfluencing skills in order to have a positive impact on team membersExcellent analytical and decision making ability in order to analyse complex information correctly and make sound decisions to support business needsExcellent organisation skills to deliver high standards - time, cost, quality, efficiency and valueExcellent written and verbal communication skills to communicate in a concise and open mannerExcellent customer service / client relation skills to manage relationships and provide effective dispute resolutionBuilds and maintains positive working relationships within own team and across teams breaking down silosBehaves in a strongly customer focussed way to ensure development and maintenance of client and customer relationshipsCommunicates effectively by sharing, listening and exchanging informationInspires and energises others by taking the initiative to make things happenDemonstrates a proactive solution focussed approach to problem solvingCreates a positive learning environment in which the team is motivated to learn and developChampions and drives change to improve ways of working and respond to changing business prioritiesACII qualified Insurance experience requiredTeam playerCustomer service experienceExcellent and proven communication skillsOccasional travel to other UK Offices may be requiredNo direct reportsAssist the Team Leader manage the client relationship effectively by ensuring the team understand client requirements, deliver to SLAs and achieve KPIsAssist the Team Leader create and utilise quantitative and qualitative MI to monitor and drive standards of performance within the teamContribute to the operational plan for the team through effective planning and organisation of personal and team’s workload ensuring productivity targets are achievedAct as role model for the team by demonstrating and clearly communicating the core values and vision of the teamEnsure the team is fully compliant with Company policy and procedure and external regulatory requirementsAct as a customer champion by monitoring standards of call performance and seeking feedback to enhance the customer journeyActively share knowledge with peers to develop oneself and others and to act as a role model in appropriate situations (e.g. new starters)Assist the Team Leader with Internal audit procedures and the development of appropriate plans to ensure continuous improvementFormulate, allocate (and/or participate in) projects as and when required and ensure they occur within timescales and company/client requirements