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Allianz Insurance
,
Guildford, Surrey
Claims Contact Centre Manager
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Job Type: Full-time |
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Salary: £48,000 per annum |
Overview
You will be responsible for day-to-day delivery of our animal health claims contact centre against our operational, quality, and customer metrics. Based in Brentford with 65 FTE, your focus is deliver the very best claims service to our customers in the best working environment for our people. You will work closely with our resourcing, recruitment and training teams to ensure we have the right people at the right time with the right skills to deliver for our customers in their moment of need. Through the coaching and motivation of your team leaders, you and your leadership team will work with team members to deliver the best possible outcomes for our customers as measured through customer feedback, complaint resolution and reductions, and NPS. In addition to daily service performance delivery, you are expected to explore and define opportunities to improve the customer experience, improve productivity within the team thanks to innovation and digitalisation, and create a high performance working culture. In addition to animal health claims contact centre, you will also be responsible for the operational delivery of the small but successful B2B contact centre team focused on providing high quality service outcomes to our vet partners.