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Claims Team Leader

Location:
Bristol (Castlemead)
Position:
Credit & Billing
Salary:
Competitive
Advertising End Date:
16 Dec 2019
Vacancy Type:
Permanent - Full Time
Job Description
 As the UK’s leading parcel delivery business, operating on a UK wide basis, you’ll no doubt have seen our vans on the road. We have over 40 years behind us and know what makes our operation tick - fantastic people and amazing service, delivered via state of the art technology to ensure an incredible customer experience. And that’s why we’re so successful.
 
Purpose of Position

Manage a team of agents, providing them with support and guidance to achieve their specific roles through leadership, coaching, development, motivation and performance management.

Key Tasks/Areas of Responsibility

Provide a dynamic approach to the management of day-to-day performance of agents within the team
Ensure that incoming calls, letters and emails are responded to in line with the department KPI’s 
Ensure that claim forms are issued in line with the department KPI’s
Ensure that the team provide an exceptional level of customer service to our customers at all times
To motivate the team to achieving a high standard of performance
Identify any ongoing or additional training and development required by individuals, ensuring that this is managed and reviewed regularly 
Manage and send all daily/ weekly reports on time and accurately
Review, implement and monitor targets for all team members
Update variation of terms
Process the payment run daily for claims to be paid
Approve claims raised up to £500
Ensure best practice is maintained at all times
Team absence management, absence cover, return to work interviews, holiday approval, yearly appraisals etc
Deal with escalations from the team and deal with customer complaints
Diffuse and resolve conflict when necessary
Motivate team members
Review call quality scores and discuss feedback with team
Lead by example and demonstrate companies DNA and strategies
Carry out regular reviews of outstanding workloads and working practices, ensuring that the Quality Procedures are updated accordingly
Work proactively and professionally with other Team Leaders, Supervisors and Managers across the business

Key Measures of Performance
 
SLA/KPI
Payment runs - Completed accurately and on time
Weekly/ monthly reporting - All tasks to be completed accurately and on time
Teams performance - Achieving their incentives and targets

Key Measures of Behaviour/ Skills

Essential:
Adhering to principles and values
Leading and supervising
Analysing
Entrepreneurial and commercial thinking
Coping with pressures and setbacks
Following instructions and procedures
Relating and networking
Working with people

Desirable:
Applying expertise and technology
Deciding and initiating action
Writing and reporting
Achieving personal work goals and objectives
Persuading and influencing
Learning and researching
Delivering results and meeting customer expectations
Presenting and communicating information
Planning and organising

We’re growing at a rapid rate, which means you can look forward to a secure and rewarding future with great development opportunities in an increasingly successful and expanding company.
 
If you would like to be part of this exciting opportunity with DPD, please click ‘Apply’ below.
 
DPD actively promotes its Dignity at Work Policy.