Job Description
Deputy Team Leader - EL/PL Team
Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.
The Deputy Team Leader will assist the Team Leader in the achievement of team targets and operational measures including management of junior team members. The role will also involve assisting the Team Leader in delivering quality of service and client service compliance. In addition, the Deputy Team Leader will handle a caseload (c.150) of complex casualty claims.
Compensation Package
A learning culture with employee development at the heart of the people development pathway, Excellent flexible benefits including Annual leave entitlement, Monday to Friday - 35 hours per week, Health Cash Plan, Death In Service - after 1 year, Pension Contribution Cycle to Work Scheme*, Tech Scheme*, Season Ticket Loan*, Car Parking Scheme*, Gym Flex*, Access to Online Discount Sites, Discounted Gourmet Society Membership, Discounted Tickets for Merlin Attractions nationwide, Discounts at local retail outlets, Flexible Working, 25 days holiday plus 8 bank holidays (with the option to buy or sell 3 additional days)
Key Accountabilities
• Handle c.150 complex EL/PL/Product/Property damage claims
• Review and allocate new claims, ensuring strategies are set and initial reserves are appropriate having regard to the value and complexity of the case
• Approve payments within their financial authority levels
• Complete peer reviews, provide constructive feedback and highlight any training needs to Team Leader
• Refer files to litigation as and when needed, record reasons & attend feedback meetings in TL absence
• Undertake reviews for files handled by CH1s to ensure individual team members attain the required quality standards
• Complete weekly stats and plan for the week as and when required in the absence of Team Leader
• Assist Team Leader to ensure the team is kept up to date with internal and external developments, including participation in regular team meetings
• Assist with team motivation and engagement
• Be flexible in approach, determined and willing to work outside normal office hours where required
• Assist Team Leader to ensure the team create and maintain accurate claims management system records
• Hold regular 1-2-1s with Admin Assistants, File Handling Assistants and CH1s to maximise performance and to acknowledge good performance
• Use appropriate systems to monitor Admin, FHA and CH1 performance, productivity, sickness and holidays
• Support Team Leader in managing unsatisfactory performance of individuals within the team, liaising with HR where appropriate
• Assist in the completion of Performance Reviews in a fair, consistent and timely manner
• Assist in the recruitment of claims handlers and support staff when requested
• Assist with training and supervision of new starters
• Review and action client inboxes on a daily basis
• Contribute to client review meetings as and when required
• Assist with client queries as and when required
• Support Team Leader to ensure compliance with client specific protocols, SLAs and KPIs
Working Hours
35 hours per week
Monday – Friday 9am – 5pm with 1 unpaid hour for lunch
Primary location for this role is Liverpool Office, this role is hybrid working with only 1 day in the office and 4 days from home.
Recruitment Criteria:
• Highly developed knowledge of processes, systems and procedures
• Sound technical knowledge of EL/PL claims
• Excellent analytical and problem solving skills
• Excellent understanding of ‘best practice’ and contribute to its development
• Excellent communication and organisation skills
• Good understanding of client protocols and ability to respond to changing client requirements
• Ability to utilise interpersonal skills to influence and negotiate
• Ability to provide balanced feedback at individual level
• Shows commercial awareness in understanding of the market and industry
• Demonstrates a passion for the business and their role
• Demonstrates an understanding of business development strategies and a willingness to support
Values
Our culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our four values are at the heart of everything we do;
Keoghs values
We are connected
We are Dynamic
We are Innovative
We succeed together