Team Manager
Role Overview
Manage the Customer Claims team within the Travel Claims Contact Centre and report to the Travel Claims Contact Centre Manager.
Support contact-centre performance targets, KPIs, service level agreements, and customer service standards.
Key Skills for This Role
Full Job Posting
About Allianz Partners
Allianz Partners provides assistance and insurance solutions across international health, assistance, automotive, and travel insurance.
The organization operates in more than 78 countries and has over 22,000 employees worldwide.
About the role
Manage the Customer Claims team within the Travel Claims Contact Centre and report to the Travel Claims Contact Centre Manager.
Support contact-centre performance targets, KPIs, service level agreements, and customer service standards.
Team and operational responsibilities
- Coach and train the team, plan workforce needs, hold one-to-ones and appraisals, and support employee development.
- Set SMART targets, listen to calls, provide feedback, and maintain employee records.
- Handle customer issues and escalations, regulated complaints, and employee relations issues.
- Monitor operational metrics and quality, support audit readiness, and ensure policies and procedures are followed.
- Coordinate communication with the team and other managers; escalate risks and operational concerns.
- Contribute to process improvement and planning for productivity, efficiency, and budget requirements.
Requirements
- Excellent communication skills are essential in a shift environment.
- Comply with procedural, regulatory, and industry requirements, including GDPR and TCF.
Hours
- 35 hours per week on a shift basis.
- Stated hours are 8am to 8pm Monday to Friday and 9am to 5pm Saturday; longer hours may sometimes be required.
Workplace
- Hybrid working in Birmingham: three days in the office and two days at home, or as required by the business.
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