New Thinking, NewLaw

Position

Team Leader - Cardiff

Reference

MXB/RH/FRU/TL

Job Description

In this role you will manage a team of New Claim Handlers and Admin Assistants within the First Response Unit. You will ensure that the team provide excellent customer service at all times.

1. Allocation of work

a) Maintain overview of admin staff, to ensure the timely logging of new cases into the business in accordance with current SLA’s
b) Ensure the optimum allocation of work to New Claim Handlers, using available reporting tools.

2. Supervision of work

a) Use daily reports to review work in progress for each team member to ensure the throughput of the cases meets business SLA’s and maximise productivity.
b) Conduct regular quality audits for each case handler.
c) Utilise call recording facility to quality check New Case Handler calls.

3. Training and performance development

a) 1:1 meetings conducted monthly with each team member to assess individual performance and implement plans for ensuring targets are met.
b) Use call recording facility and other appropriate methods to identify training requirements within the teams.
c) Ensure that identified training requirements are delivered and documented.

4. Key Performance Indicators

a) Responsible for achieving agreed team KPI’s.
b) Monitor performance of team against agreed KPI’s and report progress to Unit Manager weekly.

5. Finance

a) Monitor performance of team for purposes of bonus scheme and provide monthly report to Unit Manager.
b) Implement and oversee staffing rota to ensure cover for operational hours as agreed, maintaining accurate records for finance requirements.

6. Client Care

a) Ensure that the highest standards of client care and professionalism are maintained at all times.
b) Ensure compliance with SLA in relation to clients.
c) The first port of call for queries/complaints and to ensure that the complaints procedure is properly implemented.

Skills Required

1) Working knowledge of general legal processes and procedures.
2) Proven track record of supervising and managing a customer service/sales team.
3) Excellent organisation and time management skills.
4) A commitment to continuous improvement of productivity, quality and efficiency
5) The ability to motivate the team
6) Excellent communication skills both written and verbal.
7) Ability to manage targets and key performance indicators.
7) Computer and keyboard skills.
8) Ability to concentrate in an open office environment.
9) A willingness to work on a shift basis

Benefits: Opportunity to earn performance related bonus, stakeholder pension, childcare vouchers, Bike to work scheme, claim and staff referral bonuses, subsidized on site gym membership.

Annual Leave: 21-23 days per annum

Salary: £18,000 - £23,000 (appointment will be dependent on candidates skills and experience)

Closing Date

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