Are you an experienced Contact Centre Manager with a background within the insurance sector? Do you motivate and engage your team to provide the best service? Do you thrive in a fast paced and demanding environment?

If you answered yes to any of the above, we would love to hear from you!

We have a great new opportunity available for a very successful and established organisation, based in Harlow.

Our client is an award-winning business within their sector and can offer you some fantastic benefits.

• Competitive salary with a discretionary annual bonus.
• Pension contributions at 4% each.
• Life Assurance 4x salary.
• Enhanced holiday with the option to buy and sell holiday with Holiday Trading.
• Enhanced sick pay increasing with service.
• Salary sacrifice Cycle to Work scheme.
• Discount platform offering access to discounts and cashback at over 900 retailers.
• Discounted Health Cash Plan.
• Employee Assistance Programme and access to an online Employee Wellbeing hub.
• SmartTech – borrow up to £1,000 to spend at Currys PC World.

What will you be doing as Claims Operations Manager?

The Claims Operations Manager will have direct line management of Claims Team Managers and overall management responsibility of a large in-bound call centre.

• Evaluating workload using system data analysis and planning accordingly.
• Ensuring KPIs and SLAs are relevant and adhered to.
• Managing the process improvement and quality assurance programs.
• Remodelling processes and roles to meet the changing demands on our growing business.
• Utilising customer feedback to improve our people and processes to better meet the demands of the market.

The successful candidate….

• Engages, motivates and develops team members. Allows team members to take ownership and responsibility for tasks, whilst empowering them to have open and honest communication. Demonstrates consistent integrity and positive behaviours.
• The right combination of communication skills and commercial awareness to manage the conflicting needs of different stakeholders. Engages and informs others to ensure understanding and desired outcome.
• Able to use sound logic, critical thinking, and business awareness to analyse information and make sound reasoned decisions and recommendations.
• Adjusts quickly to changing priorities and monitors allocation of resources, anticipating changing requirements that may impact work delivery. Implements quality measures to ensure output is of a high standard.
• Resilient under pressure and comfortable in a changeable environment. With drive and determination to achieve goals, seeks to understand and resolve problems and show initiative.
• Addresses conflicts by intervening quickly and appropriately, focussing on the issues at hand to develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by providing impartial mediation when needed.

If you have the relevant skills and experience for this role, please get in touch.