We are seeking an Operational Team Leader within our Mitigation department to be a pro-active thinker who is highly motivated and leads from front. Leading a team of Mitigation Handlers, you will drive our culture of openness and hold responsibility for the development and people management aspects of your team. Job title: Operational Team Leader (Mitigation Department) Location: Sevenoaks or Liverpool, office based with potential hybrid working Working hours: Monday to Friday, 37.5 hours between 9:00am and 5:30pm Salary: 33,000 - 42,000 plus an achievable annual bonus of 2500 paid quarterly What you will be doing: Lead a team of credit hire handlers within our mitigation department Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLA?s, monthly one to ones, performance reviews, training and development, disciplinary procedure, and staff welfare Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file, effective settlement of credit hire claims and prompt correct liability decision making Act as a key link between the mitigation department and the wider business to help ensure mitigation awareness across the business is maintained Impart technical knowledge to the team by way of mentoring and coaching with the ability to display a thorough knowledge on areas of indemnity, liability, and credit hire Maximise capture opportunity for our panel of service providers delivering the right outcome for both the customer and Acorn Insurance To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training Ensure the effective management of inbound call handling philosophies are adhered to What we?re looking for: Experience of motor claims is essential Experience in handler and/or managing credit hire claims is desired but not essential Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance To lead by example and endorse the company behaviours and values Highly motivated self-starter Clear, focused and determined approach to problem solving Authoritative manner with ability to listen Persuasive, strong, and confident communication skills People Management experience essential ? You must have at least 6 months continuous employment within Acorn Insurance/Granite. You must not have any live warning, written or verbal, on file within the last 6 months. All other standard housekeeping requirements are expected such as good time keeping and attendance record. Important: please advise your current manager of your intention to apply. ? Please direct any questions to and not to the department manager.
