Claim Centre Manager

Claim Centre Manager

Location: Huddersfield

Department: ARN

Contract type: Permanent Full-time

About the role

Were looking for a Claim Centre Manager to join our ARN team and play a key role in being responsible for the day-to-day management of the Customer Service Centre teams (Repair Deployment and Repair Management). The key responsibilities for this role will be to ensure services are delivered in accordance with ARNs client and business requirements incorporating customer journey excellence.

Activate Group is a growing UK business with 1000 team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Key responsibilities

• Responsible for the day-to-day management of the Customer Service Centre teams (Repair Deployment and Repair Management)
• Lead and motivate teams including delegating and managing workloads
• Ensure that services delivered are in accordance with the client specification as well as company and client policies procedures and standards
• Deliver performance targets for customer service levels and KPis ensuring:
  • All calls and communications inbound to the centre are answered in line with SLAs
  • All repairs are deployed in line with customer requirements
  • All repairs are progressed as appropriate to completion
• Staff Recruitment in alignment with the requirements of the Head of Customer Experience liaising with internal and external stakeholders as required
• Identifying training needs devising planning and delivering appropriate training sessions as required
• Ensuring all Customer Service Centre staff are operating in alignment with Avant company policy
• Instil best practice process and systems to drive continuous improvement
• Create workflow processes where appropriate
• Pro-active contribution to the company generally its customers and staff
• Building and maintaining effective stakeholder relationships

Skills and experience

• Strong customer focus
• Strong interpersonal and staff management skills
• Excellent communication skills both written and verbal
• Ability to set exceed and meet targets on a consistent basis
• Ability to think analytically and strategically and a good problem solver but to react effectively to scenarios in a pressured environment
• Good eye for detail and ability to interpret statistics and evaluate results
• Ability to deliver to strict deadlines
• Excellent IT skills (Minimum Word / Excel / PowerPoint)

Desirable (but not essential):

• Body repair industry knowledge
• Knowledge of the working practices of insurers with regard to motor claims
• Experience of managing customer call centre environments

Benefits

We believe in rewarding our people for the great work they do. When you join Activate Group you can expect:

• 33 days holiday including bank holidays
• Personal health cash plan claim back the cost of everyday healthcare such as dental and optical check-ups
• Enhanced maternity paternity adoption and shared parental pay
• Life assurance at three times your basic salary
• Free breakfasts and fresh fruit
• A birthday surprise for everyone

What you can expect from us

At Activate Group we want everyone to have the tools and support they need to do their best work. Were an innovative business that continuously reviews and improves our systems processes and ways of working making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose making someones bad day better. Youll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.

We believe work should be enjoyable. We make time to celebrate success recognise achievements and bring people together at team events and company-wide celebrations. Well also support your ongoing development through regular feedback and career planning.

Whether youre based in one of our contact centres in Halifax Peterborough or Huddersfield working at an Activate Accident Repair (AAR) site or working from home youll be part of a supportive culture where people are encouraged to succeed.

A bit about us

Activate Group is a fast-growing business approaching 1000 team members nationwide.

We work with some of the UKs largest fleets and insurance companies supporting drivers that have been involved in road incidents through our contact centres in Halifax Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops as well as through a UK-wide network of trusted independent repair partners.

We also work with the UKs largest vehicle manufacturers supporting their approved repair programmes and deliver innovative technology solutions to fleets vehicle repair centres and dealerships.

Our purpose & values

Our purpose underpins everything we do: Make someones bad day better

Our values define how we work with our team members customers and suppliers:

• Make it happen Be accountable. Take the initiative work fast and do a great job.
• Strive for better Be bold. Challenge the norm - make small improvements often.
• Win together Be a team player. Win together learn together respect each other.