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Complaints Team Leader- Bexhill

Employer
Hastings Direct
Location
Bexhill-On-Sea, East Sussex
Salary
Negotiable
Closing date
25 Apr 2019

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Sector
Finance, Insurance
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

Hastings Direct, Complaints Team Leader We are looking for a Complaints Team Leader to join our: Complaints Department, based in our Bexhill office. Responsible for managing a team of Complaint Handlers. Ensuring high quality, high speed complaint resolutions becomes a key differentiator for colleagues and customers.

The Role
·Drive and inspire outstanding operational performance
·Lead by example and provide clear direction and effective leadership
·Work constructively as part of the team, sharing ideas and resources
·Ensure full compliance with regulatory requirements and customer experience measures
·Be the first point of escalation for complaints needed more senior ownership
·Lead a Team of up to 12 Complaint Managers ·Complete and document monthly 1-2-1's
·Lead and document Monthly Team meetings
·Manage an incentive budget
·Manage relevant KPI set
·Ensure the relevant controls are in place to prevent risk and company breaches

This list is neither exclusive nor exhaustive and there may be other duties, within the remit of this position, required of the job holder from time to time. The Company reserves the right to alter this job description and will do so after consultation with the job holder.

We're looking for someone who has:
·Previous Contact Centre experience
· Understanding of personal lines of Insurance
·In-depth knowledge of complaints process and procedures
·Provable experience in handling Informal or Formal complaints
·Risk/Change management
·Experience of team performance management techniques
·Sound working knowledge of FCA and FOS
·Effective absence management

About us

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 2.7 million customers in the UK. We've significantly grown our customer base over the last three years and we now employ over 3,400 colleagues.

It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have some fun along the way.

Benefits for you Please find some of the great benefits we offer here at Hastings Direct; Competitive basic salary Up to 5% bonus earning potential 25 days holiday plus bank holidays Life assurance Competitive pension Flexible benefits - buy or sell holidays Discounted Hastings Direct products

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks

Company

Founded in 1996 in Bexhill-on-Sea, East Sussex, we’re one of the UK’s fastest growing general insurance providers, offering a full range of car, van, bike and home insurance products.

It’s our attitude and the way we run our business that makes us different. Our data driven, digitally-focused business model enables us to remain agile, price effectively and to deliver refreshingly straightforward service and products for customers. All of our actions are based on our 4Cs way of doing things. We focus on getting it right for our colleagues, customers, company and community. It’s our colleagues who help drive our growth, so we give them all the support, training and development they need, as well as scope to tell us how they feel about life at Hastings Direct.

It’s a dynamic, flexible, fun and constantly changing environment, so it takes a certain kind of individual to thrive here - just ask any of our 3,400 colleagues. If you’re clearly a Hastings Direct person, you’ll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have some fun along the way!

To find out more about us, click below:

 

Company info
Website
Mini-site
Hastings Direct
Location
Conquest House
Collington Avenue
Bexhill on sea
East Sussex
TN39 3LW
GB

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