Appeals Team Leader

Agena Group; Newton Abbot; Hybrid; GBP 28,000; Full time

Job summary

Agena Group is seeking an Appeals Team Leader to oversee a dedicated team. This position emphasizes leadership, coaching, and compliance within the appeals process, ensuring quality service delivery. Candidates should possess strong decision-making and communication skills to thrive in a dynamic environment.

Benefits

Wide range of discounts on various services

Incremental holiday increases for long service

Employee Assistance Programme for mental health support

Cycle-to-work scheme

EV Charging points available

Regular team/company social events

Qualifications

• Experienced leader with a background in managing teams.
• Skilled in coaching and developing others.
• Detail-oriented with a proactive approach.

Responsibilities

• Manage and support a team of Appeals Adjudicators.
• Ensure appeals are resolved efficiently and within regulations.
• Develop training for the appeals team for high quality correspondence.

Skills

Coaching

Decision Making

Organizational Skills

Communication

Analytical Thinking

Job description

Company Description

Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart, underpinned by strong social value and ESG credentials, and celebrated as a multiple-award winner. Yes, our roots are in car-park management, however, we’re so much more - expanding into new verticals to disrupt industry norms and elevate our sector with technology-led solutions that deliver measurable business impact for our clients, as well as improve the public’s everyday experience of travel and parking.

Position

We’re looking for 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. You’ll lead on training, performance, and process improvement, while also handling complex cases and providing expert guidance on industry codes of practice.

Responsibilities And Duties

• To ensure the team meet and exceed service delivery levels in line with internal and external guidelines
• To develop and train the appeals team to ensure a high standard of appeals correspondence
• To develop the appeals procedures, policies and standards of work and review to achieve ongoing departmental objectives
• To take ownership and accountability of team 121, appraisals, staff absence, misconduct and capability
• To investigate and solve complex appeals
• To competently advise team members on BPA/IPC Code of Practice
• To provide ad hoc support as required
  
  

Requirements

Who you are

• You will be an experienced leader
• Skilled in coaching, training, and developing others to achieve their best
• Assertive and confident in making decisions while maintaining strong working relationships
• Highly organised, able to manage multiple priorities and plan effectively
• Proactive and self-motivated, with a strong sense of initiative
• Clear and adaptable communicator, both verbally and in writing
• Analytical thinker with sound decision-making skills based on data and context
• Detail-oriented and thorough, ensuring accuracy and follow-through
• Capable of working both independently and collaboratively within a team
  
  

The successful applicant must agree to a Basic Disclosure under the Disclosure and Barring Service (DBS) procedures. Employment will be offered to the successful applicant subject to a satisfactory Disclosure report.

Agena Values

We believe that the way we do business is as important as the business that we do. Operating with integrity and high ethical standards is the Agena Group way. Our values reinforce our behaviours and what is important to us. Living these values is essential to our success.

• Ambitious: we aim for world class service
• Disruptive: we're here to change the industry
• Ethical: we do things for the right reasons
• Insightful: we use research to guide our decisions
• Collaborative: We're better when we work together
• Innovative: we help people see things differently
  
  

Other information

Salary: £27,500 per annum with bonus scheme based on team performance

Hours: 40 per week

Location: This role can be based from our office in Newton Abbot, or Lancing, with hybrid flexibilities

What We Offer/ Benefits

We know there’s more to life than work – that’s why when you join Agena, you’ll get your pick of our amazing benefits through our Enjoy Benefits platform. That includes discounts on gym memberships, travel bookings, high street vouchers and days out. You can also benefit from Technology benefits, Wellness benefits, Health Care plans and Car Lease benefits and much more.

• Incremental holiday increases to recognise long service
• 2 volunteering days a year
• Unlock your potential with our training, learning & development, and apprenticeship options throughout your career
• Employee Assistance Programme - 24/7 confidential, independent and professional counselling
• Cycle-to-work scheme
• EV Charging points at office locations
• Regular team/company socials
• Team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.
  
  

We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.

We are a Mindful Employer and are committed to supporting your mental health at work.

The Agena Group are proud to be part of the Disability Confident scheme. We are committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact [e-mail]

(No agency speculative contact – thank you)