To lead and manage up to 12 colleagues in our Complex Claims Team. This team is responsible for the most rare and intricate cases with a significantly heightened level of complexity compared to many other case types. You will ensure consistent delivery of fair customer outcomes, compliance with process and policy, and application of accurate redress calculations. A detailed understanding, along with the ability to build relationships with colleagues & Client is key.

Job title:

Team Manager

Job Description:

Accountabilities and main responsibilities

• Create and maintain appropriate levels of accreditation and competence across the team
• Lead & manage the consistent delivery of fair customer outcomes across the Handling & Review populations
• Plan & manage workload to ensure consistent achievement of Operational SLA’s
• Set & manage clear performance expectations, providing regular feedback on performance and contribution from all colleagues
• Review performance and use learning opportunities to create a continuous improvement culture across the team, delighting our client and customers
• Consistently achieve strict quality standards
• Effective management of workload to ensure consistent achievement of enhanced productivity targets and Operational SLA’s
• Partner with our Client to calibrate, identify trends and root causes, provide insight and ensure alignment of processes and approach
• Adhere to all Capita policy and regulations as they relate to the role
• Comply with all relevant Client and Capita mandatory training requirements