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SalaryAt AXA we share a common purpose; to act for human progress by protecting what matters. This makes it an exciting time to join the Travel department here at AXA Partners, with our significant investment planned to transform, deliver new digital services to our customers and streamline and automate our business processes. To help us build our capability, we are recruiting a new Team Managerto work with our Travel Claims team.
Leading a team of Travel Claim Handlers, the Team Manager ensures a professional and customer-focused work environment which fully engages their team to deliver. Using effective communication skills, Team Managers provide effective daily supervision of their team exhibiting the skills needed to motivate and coach them to achieve results in accordance with set targets and procedures.
We’re currently offering hybridworking contracts, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. AXA are proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. Our hybrid way of working is a split between 2 days at home and 3 days in our Redhill offices in Surrey to give you that extra work life balance.
Working Hours: Monday to Friday, 9am - 5pm. No evenings, weekends or Bank holidays!
Salary: £30,000 per annum
Induction & Training: You’ll receive 4 weeks of fully comprehensive training from our specialist trainers to set you up for success in your new role. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development. We're open, supportive, challenging and empowering. We encourage our people to learn and grow their career in the direction that's right for them. Please note - you will need to complete the training period under full-time hours, we're unable to offer training on a part-time basis.
What you’ll be doing:
- Ensuring company performance management tools are used to maintain and develop direct reports, including objective setting, monitoring and appraisals.
- Provide coaching to direct reports to unlock their potential, supporting them with access to appropriate training and development opportunities.
- Identify key team members to provide cover and potential role succession
- Identifying and arranging relevant training for all team members which meets business and regulatory needs.
- Regularly monitor workloads and identify issues to the line manager for action
- Ensure effective management and monitoring of all employee relations issues, including absence, disciplinary and performance issues in conjunction with Human Resources
- Provide recognition and coaching to team members based on both internal quality assessments and external customer feedback
- Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions
- Carry out call and work monitoring from time to time when team members require additional coaching based on feedback
- Ensure the team understands its own performance by sharing key indicators, such as the contact centre grade of service or claim centre work in progress levels
- Responsible for the management of authorisation levels within the team and in own decision making
- Considering the impact of your decisions and ensuring that they deliver the right customer experience, whilst remaining cost effective and compliant with business and regulatory procedures
Your Profile
What you’ll need:
- Track record of managing a significant team in a high volume contact or claim centre, or similar environment.
- Proven experience as a team player, capable of operating effectively within a senior cross-team management function.
- Proven people management experience and coaching skills. Including building and leading teams.
- A track record of delivering results as a team leader/manager with proven ability to manage change.
- An excellent communicator, capable of influencing and asserting opinion at all levels.
- Good communication skills, comfortable presenting to employees.
- Good planning and organisational skills with excellent level of customer focus.
- High degree of drive and commitment is a must in this challenging role.
- Ability to demonstrate a highly professional work ethic.
- Good IT skills, and understanding of contact or claim centre tools and systems.
Added bonus if you have:
- Commercial awareness and understanding of FSA regulation including Treating Customers Fairly would be advantageous.
- Proven experience in a similar role is desirable, but not essential
- Previous audit management experience is desirable, but not essential
About AXA
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our values: Customer First, Courage, Integrity and One AXA.
About the Entity
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
What We Offer
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
