Ipswich Repair Management Team Leader
1 month ago
> Repair Management Team Leader Careers Repair Management Team Leader
Job Title Repair Management Team Leader Type Full Time Location Ipswich We are currently seeking a passionate and motivated individual to join our team in the role of Repair Management Team Leader, this is an exciting opportunity for someone looking to further their career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence. The ideal candidate will have leadership experience.
Key Responsibilities
Management of allocated Seniors and reporting handlers ensuring all service level agreements are met or exceeded
Training, guiding and supporting allocated Seniors and handlers
Overseeing work allocation to team. Ensure target setting in place and consistent achievement at individual and team level
Maintaining required quality by performing audits
Ensuring customers are kept updated by the team
Use of MI reports to drive SLA achievement and identify anomalies
Produce MI at individual repairer level to drive network performance improvement
To handle customer complaints and escalate necessary issues
Complaint analysis to drive repair performance management
Carry out Training Needs Analysis and deliver appropriate training
Manage performance at team and individual level in the areas of productivity, quality and behaviours
To ensure all suppliers adhere to contractual obligations
Manage repair network administration and repair rectification service delivery
Manage network repair contracts
To actively drive performance of department via performance management, performance reviews and dashboards
Actively seek, investigate and present service enhancement opportunities
Implementation of communication strategy and staff mentoring (includes effective team meetings, 121s, appraisals, daily focus meetings)
Resource planning, recruitment and transactional cost
Produce board reports encapsulating delivery of the Network Teams performance to WNS stakeholders
Attendance at client review meetings
Requirements
Essential
Advanced ability to interrogate data and MI accurately, preparing high level audience advanced reports using Visio and Excel
Feedback, coaching and training delivery experience
Organisation and planning experience
Problem solving skills and resolution
Leadership Qualities consistent staff motivation, ensuring staff are competent, confident and understand expectations
Relationship management
Ability to work in a pressured and challenging environment
Knowledge of relevant legislation Financial Ombudsman Service (FOS) & Financial Services Authority (FSA).
Resource planning, recruitment and transactional cost analysis experience
Generic Competencies
Communication
Results Focus
Client Focus
Developing Self and Others
Problem Solving
Quality Focus
Commercial Awareness
Systems of Work
Handling Systems
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