Team Leader – Windsor – £29K

Our client, who provide medical claims for insurers based in Windsor, is looking for a Team Leader.

The position requires the role holder to lead, support, coach and motivate a team in the successful delivery of the company’s product(s) in accordance with the service level agreements with their customers, whilst maintaining a high standard of customer service and a professional manner at all times.

Key Responsibilities:

• The daily operational performance of the team is monitored, and corrective action taken where necessary.
• Overseeing the allocation of tasks/workloads to the team
• Assist with managing other teams where required
• Ensure that all service level agreement targets are achieved and KPI’s met
• Individual and team targets are implemented and met
• Staff are coached and developed, and you recognise significant contribution and achievements
• You challenge and manage unacceptable behaviour fairly, consistently, and constructively
• Liaise with clients on a regular basis to identify and rectify any issues
• Liaise with the Business Development team to ensure processes are agreed and communicated to customers
• Monitoring of telephone skills at CCAA levels and providing immediate feedback where necessary.
• Workloads monitored on a daily basis, ensuring that staff resource matches demand, taking into account leave and sickness
• You can motivate, influence and build relationships at all levels across the organisation
• You work through resistance & objections to change by providing counter proposals and/or incorporating input from others – remaining positive and enthusiastic
• All complaints are dealt with in a professional, efficient, and timely manner
• You have a clear understanding of key business and commercial issues
• Excellent customer service is delivered at all times
• You take ownership of tasks and personal accountability for decisions made
• High personal standards are maintained through reliability, punctuality, and high quality of work
• Responsible for appraisals and overseeing the personnel related aspects of running a team e.g., holiday approval, return to work interviews, overtime, time keeping, review meetings, raising training needs and managing any inappropriate behaviour

Skills:

• Positive, ‘Can do’ attitude at all times (remaining calm under pressure)
• Flexible approach to work and workload
• Open and honest approach at all times
• Customer Focused (Both external and internal customers)
• Leadership & Team player
• Supportive
• Proven analytical, evaluative, and problem-solving abilities