Job Description

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


  • 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

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