Team Manager

Location SURREY, UNITED KINGDOM
Experience level Expérimentés
Job details sector Gestion d’Actifs
Apply before 04/22/2021

At AXA Partners we all share a passion to empower people to live a better life, by providing a wide range of assistance services. We help people every day, we are here to get motorists back on the open road, to support customers with their home emergencies and much more - we’re here to make it a little easier and support our customers the whole way.

It’s not always easy to pick up the phone and ask for help, so when our customers call we try to put ourselves in their shoes. We’re always looking for people who treat others the way they’d like to be treated, who are able to listen, empathise and inspire trust to deliver the best service possible.

An exciting opportunity has arisen to lead one of our operational teams as a Claims Manager and as such staff management, communication and a strong coaching capability will be fundamental to the fulfilment of the role.

 

We also promote the health and safety of all our staff and currently offer the ability to work from home and as such the importance of accommodating this is necessary in this current climate until we are able to safely and satisfactorily work from home.

What will I be doing?

You will join our busy and dynamic Customer Service department based in the heart of Redhill leading a team of Claims Handlers.

Your team will manage and provide full claim handling in relation to home and vehicle emergency assistance. Your team are responsible for speaking to the customer once they have logged their claim to provide them with advice and assistance in accordance with our policies. While coordinating the assistance for our customers, who might have broken down, or have a boiler on the blink, you and your team will be offering the best solutions to our customers by organising our network of expert operators to reach the customer. Our assistance service also extends into Europe for motor breakdown.

We are available for our customers 7 days a week so you will be working 35 hours each week over 5 days between 7am to 8pm.     

You will have exemplary communication skills and be able to provide effective daily supervision of the team, and have the skills needed to motivate and coach them to achieve results in accordance with set targets and procedures. You will ensure a professional and customer-focused work environment, whilst fully engaging your team to enable them to deliver and meet SLA’s. You will be responsible for up to 15 Direct Reports.

 Who are we looking for?

Being a Claims Team Manager is not easy, so you will need to demonstrate a high level of commitment with a desire to do the right thing for your team and our customers.

The work is very fast paced and you will need to be resilient to lead your team to success. Previous experience in a similar environment is critical for this role. Ideally you will be fluent French speaking, however this is not essential.

What We Offer

We recognise that we wouldn’t be able to achieve without the hard work and dedication of our people which is why we offer a range of rewards and benefits to show we appreciate everything they do;

 

  • Excellent location in Redhill with great office environment and facilities
  • £27,000 plus 5% shift allowance (and language allowance if applicable)
  • 22 days holiday each year (rising with length of service)
  • An annual bonus, based on performance
  • Pension
  • Private medical insurance (after a qualifying period), pension scheme and life insurance
  • Up to 35% discount on AXA products and access to a wide range of retail discounts
  • Comprehensive training with on-going support and development opportunities

 

This is an excellent opportunity to join a successful local employer that provides competitive rewards, outstanding prospects for ongoing personal development and future career progression with a global organisation.

Who are we looking for?

Being a Claims Team Manager is not easy, so you will need to demonstrate a high level of commitment with a desire to do the right thing for your team and our customers.

The work is very fast paced and you will need to be resilient to lead your team to success. Previous experience in a similar environment is critical for this role. Ideally you will be fluent French speaking, however this is not essential.

What skills should I have?

Demonstrating efficient claims management ensuring that our customers’ receive excellent customer service is essential for this role

  • A track record of delivering results as a team leader/manager with the ability to continually seek improvement in performance and in process efficiency within claims.
  • Excellent level of customer focus with a determination to continually develop, encorouge and promote the AXA commitments.
  • An excellent communicator, capable of influencing and asserting opinion at all levels
  • Proven experience as a team player, capable of operating effectively within a senior cross-team management function
  • Proven ability to manage change and a positive culture
  • Strong coaching skills
  • Good communication skills – comfortable presenting to employees
  • Proven people management experience and skills – building and leading teams with the capability to drive the delivery of long term results whilst balancing short term priority’s.
  • Good planning and organisational skills
  • A high degree of drive and commitment is a must in this challenging role
  • Ability to demonstrate a highly professional work ethic
  • Proven track record of managing a significant team in a high volume contact or claim centre, or similar environment
  • Good IT skills, and understanding of contact or claim centre tools and systems
  • Understanding of FCA regulation including Treating Customers Fairly
  • Fluent or a good level of the French language favourable but not necessary to the role.

AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.


Our mission: Empower people to live a better life.

Our values: Customer First, Courage, Integrity and One AXA.


AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime.


By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

 

Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.