Claims Contact Centre Leader

Location
East Sussex, Bexhill-On-Sea
Salary
Negotiable
Posted
05 Sep 2017
Closes
03 Oct 2017
Ref
LF1432
Contact
Hastings Direct
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Are you looking for an exciting Leadership career within Operations?

Hastings Direct is a fast growing, agile general insurance provider to the UK market, with over 2.2 million customers and employing over 2,700 colleagues at sites in Bexhill, Leicester and Newmarket.

We are seeking a Call Centre Leader to join our growing dynamic Claims Customer Service team. The role is based in our Seaside Head office in Bexhill.

This role is a great opportunity to make a real difference - it's varied, hands-on and practical with no two days the same. Ideally we are looking for someone with strong Leadership experience within a Call Centre environment.

As a Contact centre Leader in Claims Customer Service you would be responsible for leading and developing our contact centre and its colleagues to deliver excellent customer service to Hastings Directs customers.

Accountabilities:

  • Ensuring customer queries are resolved without onward referral, with a first time customer resolution rate of 80% +
  • Identify opportunities to remove call failure demand leading to a Call: Claim ratio of less than 3.3
  • Minimise customer effort and maximise customer net promoter scores with a GOS of 70%:30 secs, a customer effort score of 70%+ and a NPS of 35+
  • Claims management accuracy with quality scores of 95%+, reserving accuracy of 100% and leakage on the AD peril of 0%
  • Accountable for leading and engaging a large element of the claims operation with circa 8 direct reports and 100 FTE

In order to excel in this role, you will need to be able to:

  • Grow people and grow performance-maximize the performance of the contact centre against individual, site and business objectives through effective performance management and engagement.
  • Make the difference for colleagues & customers- implement strategies within the contact centre that support delivery of excellent service to customers and keeping us ahead of the competition.
  • Know our business and our industry-have leadership experience within a contact centre environment.
  • Deliver the essentials in a balanced way- ensure service delivery in the contact centre meets the needs of our customers.

We are offering a competitive starting salary with additional benefits to include: a car allowance, 25 days holiday, up to 10% company bonus, discounts off Hastings Direct products, a company pension scheme and exclusive Hastings Direct Rewards. If you are passionate about working with people and have the drive to succeed, then we want to hear from you!