Acquis is an insurance broker and administrator, specialising in insurance administration services for the finance and leasing industry. With European headquarters in Amsterdam, UK headquarters in Newport, and US operations in Philadelphia, PA, we operate in a total of 16 countries, bringing together a richly diverse team representing 17 nationalities and 18 languages. At Acquis, we take every opportunity to celebrate our diverse backgrounds and cultures.
Joining Acquis means becoming part of a dynamic, collaborative, and forward-thinking organisation that values continuous improvement. We work together in a supportive and inclusive environment where every employee feels included and valued.

PERSONAL REQUIREMENTS/SKILLS REQUIRED

• Proven experience in a customer service or claims handling role, preferably in a people management capacity.
• Strong leadership skills with the ability to inspire and motivate a team to achieve targets and meet customer service goals.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
• Demonstrated ability to engage and empower a team, fostering a positive work environment and promoting a culture of collaboration and continuous improvement.
• Strong visibility and presence within the team, actively listening to team members, providing regular feedback, and recognizing their contributions.
• In-depth knowledge of customer service principles and best practices, including complaint handling and conflict resolution.
• Familiarity with claims processing procedures, including documentation, investigation, and settlement is desirable.
• Computer literacy including knowledge of Microsoft Office programmes is required. Strong problem-solving and decision-making abilities, with the capacity to handle challenging situations and resolve customer issues promptly.
• Ability to prioritize tasks, manage time effectively, and work under pressure in a fast-paced environment.
• Excellent organizational skills with attention to detail to ensure accuracy and quality in all customer interactions and claims handling processes.
• Knowledge of relevant industry regulations, compliance requirements, and data protection policies is desired but not required.
• Fluency in an additional European language is required.

PURPOSE OF ROLE

The Operations Team Leader is responsible for overseeing the efficient and effective day to day operations of the team. This role is critical in ensuring excellent customer service and robust claims handling, whilst leading and motivating the team. The Team Leader is expected to provide guidance, support, and feedback to team members to enhance their performance and maintain high levels of customer satisfaction. You will also be responsible for facilitating training and coaching team members and fostering a customer-centric culture within the team.

KEY RESPONSIBILITIES:

• Team Leadership: Provide effective leadership to the Operations team, including setting clear performance expectations, conducting regular team meetings, and coaching and mentoring team members to enhance their skills and performance.
• Customer Service Excellence: Ensure the team delivers exceptional customer service by monitoring and evaluating customer interactions, resolving escalated customer issues, and continuously improving customer service processes.
• Claims Management: Oversee the claims handling process, ensuring claims are accurately assessed, investigated, and processed within agreed timelines. Collaborate with relevant stakeholders to resolve complex or high-value claims.
• Team Contingency: Support the Operations team by undertaking key activities to support absence and surges in workload.
• Performance Management: Monitor team performance against key performance indicators (KPIs), identify areas for improvement, and implement performance improvement plans, as necessary. Conduct regular performance reviews and provide constructive feedback and recognition to team members.
• Process Improvement: Identify opportunities for process enhancements and efficiency gains in Operations activities. Collaborate with cross-functional teams to implement improvements and contribute to overall customer satisfaction.
• Reporting and Analysis: Generate reports on team performance, customer satisfaction, and claims trends. Analyse data to identify patterns, insights, and areas for improvement, and present findings to management.
• Compliance and Quality Assurance: Ensure adherence to relevant industry regulations, compliance requirements, and data protection policies. Conduct quality assurance audits to maintain high standards of service and accuracy in claims handling.
• Stakeholder Management: Collaborate with internal teams, such as Sales, Operations, and Client Management, to address customer service and claims-related issues, provide support, and contribute to a positive team and organizational culture.
• Meet KPIs and SLAs: Monitor and ensure the team’s performance aligns with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) related to customer service, complaints, claims processing, and resolution times. Implement strategies to improve performance and achieve or exceed targets.
• Handle Escalated Complaints: Act as a point of escalation for complex or escalated customer complaints, providing resolution and ensuring customer satisfaction. Collaborate with team members and other departments to resolve issues promptly and effectively.
• Training and Development of the Team: Identify training needs and develop training programs to enhance the skills and knowledge of team members. Conduct regular training sessions to improve customer service techniques, claims handling processes, and product knowledge. Provide ongoing coaching and feedback to promote continuous improvement and professional growth within the team.
• Inductions of New Starters: Facilitate the onboarding process for new team members, ensuring they receive comprehensive inductions, understand their roles and responsibilities, and have the necessary resources to perform their duties effectively. Provide ongoing support and mentorship to promote their integration into the team.
• Team Culture: Foster a positive and inclusive team culture that promotes collaboration, open communication, and a customer-centric mindset. Encourage teamwork, recognition, and a shared commitment to achieving team goals. Organize team-building activities and initiatives to enhance team morale and cohesion.