Team Leader
SKILLS
FULL DESCRIPTION
This role offers an excellent opportunity lead an incredible team of credit hire handlers. The main purpose of the Team Leader is to encourage, mentor and develop all members of the team technically to enable them to achieve their maximum potential. To lead the team to meet objectives and deliver their work standards as agreed in the client’s SLA, while delivering against KPI’s and targets with a view to continuously improving the quality of the teams work.
Key Responsibilities
Being accountable for the operational performance of a team, with targets aligned to;
Individual handler productivity
Attainment of client KPIs including SLA management and indemnity spend
Robust control of internal billing procedures
Authority based technical supervision of credit hire arguments
Being effective in managing the expectations of their immediate line manager and delivery of objectives on a continuous basis
Monitoring the caseloads and capacity of team members, distributing files or tasks and implementation of necessary contingency planning
Maximising the personal development of team members, identifying training needs and creation of succession planning
Providing an ‘environment’ where team members feel motivated and deliver excellence
Monitoring weekly and monthly financial management information of the team and managing the performance of team members against Key Performance Indicators
Ensuring the adherence to strategies of claims handling by individual claimant firms and CHOs. This will include providing feedback to the Business Unit Director & Tactical Director to articulate challenges faced and relevant successes.
Managing team members according to the firm’s policies and employment laws and ensuring that HR procedures are followed such as appraisals, discipline and grievances.
Effectively deal with complaints through agreed handling processes.
Speaking with clients and developing relationships with key stakeholders.
To ensure compliance with the SRA Standards and Regulations
Adhere to the [Employer hidden — view at passion-project.co.uk] Values
Skills, Knowledge and Expertise
Has an understanding and previous management experience of credit hire claims
A track record of high performance in KPI driven environments
Ability to produce and interpret performance reports of the team and its individual members
Excellent listening and verbal communication skills
Ability to relate to people as individuals and understand their particular needs in terms of direction, delegation, learning style etc
Ability to influence others
Ability to remain calm under pressure
Ability to take constructive feedback and set personal goals for continuous improvement
Ability to remain fair and objective at all times