Team Leader

TipTopJob; Liverpool City Region; On-site; GBP 34,000 - 38,000; Full time

Job summary

A leading company in the insurance sector is seeking a Team Leader to manage a team of Repair Progression Handlers. The role involves ensuring exceptional customer service and effective team performance management. The ideal candidate will have strong leadership skills and a problem-solving mindset. Benefits include enhanced annual leave, wellbeing services, and a company pension scheme.

Benefits

Enhanced annual leave

Enhanced paternity pay

16 weeks full maternity pay

Colleague Assistance programme

Core life assurance

Company pension scheme

Refer a friend scheme

Flexible benefits platform

Qualifications

• Proven ability to influence team members positively.
• People management experience is essential.

Responsibilities

• Lead a team of Repair Progression Handlers.
• Deliver outstanding customer service.
• Conduct handler audits and performance management.

Skills

Problem Solving

Communication

Team Leadership

Education

Motor Claims Experience

Job description

Role: Team Leader

Location: Liverpool, office based

Working hours: Monday to Friday, 37.5 hours between 9am and 5:30pm

Salary: GBP34,710 - GBP37,752 plus an achievable annual bonus of GBP2500, paid quarterly

About Acorn Insurance

With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.

The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.

What You Will Be Doing

1. Lead a team of Repair Progression Handlers
2. Deliver outstanding customer service to create a positive customer journey
3. Deliver on our claims promise efficiently, smoothly, and empathetically
4. Performance management of staff, including quality auditing, absence, holidays, time management, adhering to SLAs, conducting monthly one-to-ones, performance reviews, training and development, disciplinary procedures, and staff welfare
5. Conduct handler audits of at least 5 files per handler per month, highlighting trends, training needs, and driving data within claim files for prompt and correct liability decisions
6. Impart technical knowledge through mentoring and coaching, demonstrating thorough knowledge of indemnity, liability, and validation
7. Maximise capture opportunities for our panel of service providers, delivering the right outcomes for both customers and Acorn Insurance
8. Participate in designing, developing, and implementing new claims management process improvements and assist with training delivery
9. Ensure effective management of inbound call handling philosophies

About You

1. Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimal performance
2. Lead by example and endorse company behaviours and values
3. Previous motor claims experience is advantageous but not essential
4. Highly motivated self-starter
5. Clear, focused, and determined problem-solving approach
6. Authoritative manner with good listening skills
7. Persuasive, confident communication skills
8. People management experience is essential

Wellbeing

1. Enhanced annual leave starting at 31 days, increasing to 35 days based on grade and service (including bank holidays)
2. Enhanced paternity pay and 16 weeks full maternity pay
3. Colleague Assistance programme offering wellbeing services such as:
4. 6 free counselling sessions per year
5. Unlimited access to a 24/7 telephone counsellor
6. Access to a free 4-week CBT programme with a trained therapist
7. Internal mental health first aiders available for support

Financial

1. Core life assurance with options for increased cover via salary sacrifice, including spouse/partner coverage
2. Access to earnings before payday via Dayforce Wallet
3. Company pension scheme
4. Refer a friend scheme with GBP250 bonus after passing probation
5. Access to a flexible benefits platform with an annual flex pot for benefits
6. Option to donate to charity directly from salary