Team Coach

Company description

Job Title:Team Coach (overnight shift)

Location:Flexible, Head office in Tunbridge Wells, Kent /home-working

Salary: Up to £28,000 dep on exp + annual bonus + 20% shift allowance for midnight-6am hours

Term:Full Time, permanent

Shifts:Circa 7.45 pm – 7.30 am - 4 days on, 4 days off

About us

Here at the AA and as part of our Claims business in Tunbridge Wells, we are looking to recruit a Team Coach to join us within our FNOL (First Notification of Loss) team.

Based in our Tunbridge Wells offices you will be part of a great team where everyone works together and supports one another. It’s also one of the fastest growing areas in our business; starting out with a group of 4, the newly refurbished offices are now home to more than 200 employees in just 4 years, having achieved this through efficiencies, delivering first rate customer service and with fantastic team work. And despite these unusual times we are anticipating continued growth into next year and beyond. This is the perfect time to join us to develop your career within the Insurance industry and for a well-established organisation!

If you already have a customer service background, ideally within an insurance claims environment and have been working towards a management position then we would love to hear from you. This is a great stepping stone into a Team Leader role…

Please note this is a night shift role (7.45 pm - 7.30 am - 4 days on, 4 days off)

This is the job

You will be a first point of contact for the team for technical queries and questions. Supporting the Team Leader, you will have the opportunity to get involved in various activities including stepping up in the Team Leader’s absence.

What will I be doing?

• Providing quality customer service, including managing a small portfolio, answering customer enquiries, and effectively handling customer complaints
• Assisting with the management of incoming call volumes for the team
• Responsible for new team member training
• Review payments for authorisation within set financial boundaries, rejecting when necessary and ensuring team complete their authorisations within target
• Audits claims and calls for the FNOL department, provides constructive one to one feedback, and records results
• Supports team leader and performs management duties when team leader is absent or out of office
• Answers team member technical questions on claims process and system issues
• Provides feedback on the team audit performance and coaching plans
• Floorwalker
• Ability to take on increased ownership and responsibility when necessary
• Ensures Data Protection Act is adhered to within team’s work and also clear desk policy is enforced.
• Thorough understanding of; Road Traffic Act, Subrogation’ Indemnity, Liability, Claimant Litigation Process, Complaints Process, Data Protection Act and Principles of Insurance

What do I need?

• Organised and able to prioritise work to achieve targets and objectives in a busy and demanding environment.
• Excellent communication skills
• Good verbal & written English skills.
• Ideally experience working in a motor claims team for an insurer, especially in First Notification of Loss.
• Proven track record of working to the highest standard and knowledge of all working practices
• Accuracy and attention to detail
• Positive and self-confident approach when dealing with our customers.
• Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customer understanding that our customer could be distraught and concerned following an incident.
• Ability to work well under pressure and meet deadlines
• PC literate with good administrative skills.
• Ability to take on increased ownership and responsibility when necessary

Additional Information

Why you should work for us

We are dedicated to your personal development.As a valued employee of the AA, you’ll have access to a range of benefits, as well as learning and development opportunities including:

• Annual bonus scheme (dependent upon personal and company performance)
• Contributory pension scheme
• 25 days holiday
• 50% discount on AA membership in the first year and free thereafter
• Discounts on the wider AA products and services incl. car insurance, home insurance etc..)
• Flexible/home-working options
• Onsite parking
• Access to our Employee Assistance Programme
• Extra Mile – our Reward and Recognition scheme
• Discounted shopping vouchers, cinema vouchers, gym membership, days out, holidays and more
• Opportunities in our internal development programme for Emerging Talent
• Social Committee

Good conduct matters to us. Our teams are motivated by doing the right thing for both customers and colleagues, and in line with our values, we ask all our employees to act with honesty & integrity and respect for others at all times.

We’re an equal opportunities employer and welcome applications from anyone regardless of race, sex, disability, religion/belief, sexual orientation or age.

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