Accommodation & Flooring Team Leader

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The role will require you to effectively manage staff and ensure that all claims are handled in accordance within Client requirements and Group policies and procedures. The Flooring and Accommodation Team is responsible for the appointment of the Insurance approved Operators and all relevant Suppliers. The Flooring and Accommodation Team will manage and own the Policyholder and Client journey throughout the entire process in accordance with Client requirements and Group policies and procedures.

Duties and Responsibilities:

*Effectively organise, manage and motivate staff under their control, ensuring a high level of staff engagement.
*Ensure that the Flooring and Accommodation Team undertake the efficient handling of the Customer and Client journey by managing the company’s approved suppliers, ensuring that SLAs are, understood and adhered to and met on a daily/ monthly basis.
*First line of support to all approved suppliers.
*Taking responsibility and accountability for managing the Customer and Client throughout. Ensuring that that they receive high quality customer care and support at all times whilst dealing with all elements of the Flooring reinstatement and Accommodation process of the Insurance claim.
*Over see that team members are managing claims in line with client specifications, appropriate service standards and Group policies and procedures.
*Provide training, support and coaching in order to develop staff.
*Maintain and proactively develop relationships with Clients, Suppliers, Stakeholders and Colleagues.
*Champion the delivery of consistent high quality customer service.
*Work to ensure team members adhere to the Group Complaints procedure and that complaints are identified, recorded and managed in accordance with Group policies.
*Ensure relevant and timely communication with the team and clients as required.
*Assist the Head of Response in the recruitment process for vacancies within the team.
*Take responsibility for the effective induction and on the job training for new team members.
*Effectively manage performance in accordance to Company policy, conducting mid-year and yearly Performance Development Reviews with team members.
*Participate and support the overall Audit Function as required.
*Complete 121 feedback meetings with team members to contribute towards Performance Development Review process and regular audit output.
*Effectively manage absence in line with Absence Management Procedures.
*Champion continuous improvement, making recommendations on process and system improvements.
*Implement and monitor office / behavioural standards.
*Adhere to Company systems and procedures.
*Actively promote the principle of Treating Customer Fairly.
*The above is not an exhaustive list and may change with the overall business objectives of the Company.

Required Experience. This position will suit candidates with:

*Inspirational and strong leadership skills.
*Understanding and champion for customer service.
*Proven track record of staff engagement.
*Experienced in client liaison/relationships.
*Strong stakeholder management skills.
*Experienced Team Leader /Manager preferably property insurance background but not essential.
*Knowledge of rental property market preferable.

Required skills and abilities:

*People management and leadership skills.
*Experience of customer service and claims management in an insurance background.
*Excellent computer literacy.
*Articulation and good telephone communication skills.
*Flexibility and adaptability.
*The ability to organise own workload.
*The ability to work in a fast paced and changing environment.

New Appointments Group is committed to diversity, equality and opportunity for all.
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