Job Description:
RAC is a leading member organisation that strives to create greater value for its members. The Recoveries team plays a crucial role in managing motor recovery claims while ensuring exceptional customer service is delivered to all parties.
The Team Leader will oversee the Recoveries team, focusing on people management, engagement, motivation, and recognition. Key responsibilities include:
1. Driving Team Engagement: Coach and build a high-performing team by setting clear performance targets and ensuring consistent achievement of performance targets.
2. Business Outcomes: Drive business outcomes by setting clear performance targets and ensuring consistent achievement of performance targets.
3. Claims Handling: Ensure all claims are handled in line with RAC Insurance policies, procedures, authority limits, and legislative requirements.
4. Negotiation and Communication: Apply strategic negotiation and communication skills to maximise success.
5. Coaching and Mentoring: Provide coaching, mentoring, and performance feedback to team members to support continuous improvement.
6. Performance Analysis: Analyse performance trends and data to identify opportunities for process enhancements and improved outcomes.
7. Recruitment and Onboarding: Undertake end-to-end recruitment and onboarding activities to build and strengthen team capability.
Required Skills and Qualifications:
* Frontline Experience: Demonstrated frontline experience in customer service.
* Leadership: Proven leadership in managing teams.
* Communication: Effective communication skills and attention to detail.
* Critical Thinking: Critical thinking and sound decision-making skills to assess complex situations.
* Relationship Building: Ability to build and influence relationships with a variety of stakeholders, internally and externally.
* Empathy and Discretion: Empathy, compassion, resilience, tactful discretion, and confidentiality when dealing with employees or members.
Benefits:
This role offers a unique opportunity to work with a purpose-led member organisation and contribute to creating greater value for our members.
Others:
This position requires strong leadership, communication, and analytical skills, as well as the ability to build and influence relationships with various stakeholders.