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Ingeus Careers•Stockton, CA

17h•Hybrid

About The Position

We are looking for an experienced and motivated Team Manager to lead and develop a team of Claimant Advisers within our Contact Centre. This is a hybrid role requiring strong leadership, performance management, and a passion for delivering exceptional service.

Requirements

Proven experience in team leadership and performance management.
Strong organisational and communication skills.
Ability to analyse data and produce actionable insights.
Knowledge of compliance and quality assurance processes.
Proactive approach to problem-solving and process improvement.

Responsibilities

Manage and develop a team of Claimant Advisers through monthly 1-2-1s, annual appraisals, and personal development plans.
Monitor team performance daily, weekly, and monthly, ensuring Target Performance Levels are consistently achieved.
Collate and generate Management Information (MI) to share team results across the business.
Oversee inbound telephony and resource allocation to maintain service levels.
Conduct workload reviews and produce weekly performance forecasts.
Perform assurance and quality checks to maintain compliance and identify best practices.
Address issues related to timekeeping, conduct, and performance promptly, liaising with the People Team where necessary.
Ensure adherence to policies and processes, including Quality Assurance, Compliance, and Data Protection.
Monitor and manage the enquiries mailbox for timely, high-quality responses.
Champion process improvements and continuous improvement initiatives.
Promote best practice sharing within the team to build a high-performing culture.
Participate in Contact Centre management meetings and communications.
Deputise for the Enquiry Service Manager and provide leadership cover across other claimant support teams when required.
Provide administrative support as directed by the Enquiry Service Manager.