Appeals Team Leader

Agena Group; Lancing; Hybrid; GBP 27,000 - 35,000; Full time

Job summary

A leading company is looking for an Appeals Team Leader to manage a team of Appeals Adjudicators, ensuring compliance and high service delivery standards. The role includes training, process improvements, and handling complex cases. This full-time position comes with a competitive salary, bonus scheme, and hybrid working flexibility.

Benefits

Bonus scheme

Wellness programs

Healthcare

Car lease

Discounts

Qualifications

• Experience as a leader with strong relationship skills.
• Proactive and organized with a capacity for multi-tasking.
• Ability to work independently and collaboratively.

Responsibilities

• Lead and support a team of Appeals Adjudicators.
• Ensure compliance with regulatory guidelines.
• Develop training programs and manage performance.

Skills

Coaching

Training

Decision-Making

Communication Skills

Analytical Thinking

Detail Orientation

Job description

Join to apply for the Appeals Team Leader role at Agena Group.

We are seeking an Appeals Team Leader to manage and support a team of Appeals Adjudicators, ensuring appeals are resolved efficiently, within regulatory guidelines, and to a high standard. The role involves leading training, performance management, process improvement, and handling complex cases with expert guidance on industry codes of practice.

Responsibilities and Duties

• Ensure the team meets and exceeds service delivery levels in line with guidelines.
• Develop and train the appeals team to maintain high standards of correspondence.
• Develop and review appeals procedures, policies, and standards to meet departmental objectives.
• Manage team 121s, appraisals, staff absence, misconduct, and capability issues.
• Investigate and resolve complex appeals cases.
• Advise team members on BPA/IPC Code of Practice.
• Provide ad hoc support as required.

Requirements

• Experience as a leader with skills in coaching, training, and development.
• Assertive, confident decision-maker with strong relationship skills.
• Highly organized with ability to manage multiple priorities.
• Proactive, self-motivated with a strong initiative.
• Excellent verbal and written communication skills.
• Analytical thinker with sound decision-making skills.
• Detail-oriented with thoroughness and accuracy.
• Ability to work independently and collaboratively.

The successful candidate must agree to a Basic Disclosure under the DBS procedures. Employment is contingent upon a satisfactory Disclosure report.

Company Overview

Agena Group is on an exciting growth trajectory, focusing on diversification, innovation, and strong ESG credentials. Originally in car-park management, we are expanding into new verticals with technology-led solutions that deliver measurable business impact and enhance public travel and parking experiences.

Values and Benefits

• Operate with integrity and high ethical standards.
• Ambitious, disruptive, ethical, insightful, collaborative, and innovative.
• Salary: £27,500 + bonus scheme.
• Hours: 40 per week.
• Location: Lancing or Newton Abbot, with hybrid flexibility.
• Benefits include discounts, wellness programs, health care, car lease, and more.

This role offers opportunities for training, development, and a supportive, inclusive environment. We are committed to diversity and provide reasonable adjustments for applicants with disabilities.

Additional Information

Employment type: Full-time. Job function: Information Technology. Industry: Technology, Internet.

Location options in Brighton, Worthing, Horsham, and surrounding areas.

We encourage referrals and provide updates on similar roles in the region.