Deputy Team Leader - Claims


Full time/ Part time or Job share may be considered

£22,784.49 (FTE)


The management of motor claims relating to vehicle accidental damage, working as part of and assisting with the supervision teams within Claims Management Department to deliver the highest possible standards of customer service, able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets both on an individual and team basis are maintained.

Role Profile

  • Assist with the Implementation of a full training package, ensuring up to date and ongoing training is provided to all team members and recorded appropriately.
  • Ensure that you are kept fully up to date with new SLA's and updated SLA's.
  • To record all client issues and to be fed back to the Team Leader, Claims Manager and Account Managers where necessary.
  • Review repairer performance and adherence to agreed SLA's in real time via the company's internal systems targeted and exceptional reporting, liaise with the Team Leader, Claims Manager, Network Manager, Company Business Development Managers and Account Manager to assist as required.
  • Act as a first level point of contact for repair network members, clients, suppliers, customers, partners and the other members of the Claims Management Team.
  • To promote our business and that of our clients by providing exceptional and friendly service at all times.
  • To be the first port of call for the team when they have any queries before involving team leader/management.
  • To identify and highlight any performance trends which could impact customer service either across the team or individuals. Create and implement action plans to improve overall department performance.
  • To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner.
  • Ensure that everyone within the team are responsible for answering calls within targeted timescales by monitoring systems and wall boards continuously, and report back to the Team Leader on any issues or failures.
  • To ensure you provide accurate and detailed recording of all information utilising the company's management systems so as to provide comprehensive audit trails.
  • Ensure that claims data is maintained and kept fully updated with information from all sources.
  • Ensure accurate deployment/ reallocation of claim notifications to repairers via rules driven in house management system, and within internal and external SLA's.
  • Ensure that full in-depth information is captured and logged to enable full reporting on the EOD.
  • Manage customer complaints in line with company policy.
  • Ensure that you process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs.
  • Assist with monitoring admin and info inboxes to ensure they are actioned within a timely manner.
  • Assist with team call audits and EOD audits on a monthly basis and feedback is provided to the staff member, and then reported to the Team Leader.
  • Assist with any reporting requested for analysis and management of the department.
  • To ensure hire is provided, recorded and managed correctly to ensure costs are kept to a minimum.
  • Liaise with other departments to seek assistance and resolution where required.
  • Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards.
  • Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients values.
  • The completion of duties as required from time to time by the Management Team.

Person Specification

You will have:

  • A good knowledge of Microsoft Office
  • GCSE Maths and English
  • An excellent telephone manner
  • The ability to work to agreed deadlines and targets and objectives
  • The ability to work as part of a team as well as autonomously to a high level of accuracy
  • Good planning and organisational skills
  • First class communication skills
  • Good decision making skills
  • A commitment to providing a first-class service to customers, suppliers and partners
  • Good supervisory skills
  • Strong Customer focus.


Hours: Average 38.5 per week (37.5 Monday to Friday, plus one in four Saturdays (8:30 - 12:30)). Part time/Job share may be considered

Location: Wellingborough.

Travel: Occasional travel may be required to attend client meetings and to our office in Hull.

Holiday: 21 days, plus statutory bank holidays.

Additional birthday holiday day.

Benefits: Employee benefits Scheme, including counselling service and 24/7 GP service.

Free food days.

Free parking.

Close to shops and amenities.

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