We are a dynamic and customer-focused team, dedicated to delivering exceptional service and tailored solutions to our customers. With a strong reputation for excellence, we are looking for an experienced and driven Team Leader to join our team on an 18-month secondment. If you have a passion for Youi, a customer-first approach, and a strong leadership background, we’d love to hear from you!

Key Responsibilities:

• Lead, mentor, and motivate a team of customer relations to deliver high standards of service.
• Ensure adherence to business processes, compliance with Youi’s obligations specifically Claims handling obligations and Internal Dispute Resolution Guide (IDR RG 271)
• Manage and resolve customer complaints, ensuring claims are processed efficiently and accurately.
• Provide expert guidance on home and vehicle claims to team members, offering insights and best practices.
• Balance customer expectations with business needs to achieve optimal results.
• Develop and implement strategies to improve team performance and customer satisfaction.
• Conduct regular performance reviews and provide coaching to help team members reach their full potential.
• Collaborate with other departments to enhance the overall claims process and customer experience.

Key Requirements:

• Proven experience in a leadership role within the Youi claims teams (Home or Vehicle).
• In-depth knowledge of the home and vehicle claims processes.
• A customer-centric mindset with a strong focus on delivering results while managing customer expectations.
• Excellent communication, coaching, and people management skills.
• Ability to balance competing demands and make effective decisions.
• Strong problem-solving abilities and a proactive approach to process improvement.
• Ability to thrive in a fast-paced, ever-changing environment.

What We're Looking For:

• Proven Leadership: You’ve successfully managed and developed customer support teams, leading them to success in a fast-paced environment.
• Claims Experience: You have strong experience in claims management, with the ability to resolve complex issues efficiently.
• Customer-Centric: A passion for advocating for customers and creating experiences that prioritize their needs.
• Problem-Solving Skills: Ability to navigate challenges and turn them into opportunities for improvement.
• Excellent Communicator: Strong communication skills, both verbal and written, with a focus on collaboration and clarity.
• Results-Oriented: Ability to drive performance, analyse results, and make data-informed decisions.

Why Join Us?

• 18-month secondment with potential for future opportunities.
• Supportive and collaborative team culture.
• Opportunities for professional development and growth.

A chance to make a real impact and contribute to our ongoing success