Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
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Top 100 Most Loved Workplace®
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Team Leader
Are you a considered individual with a curious mind capable of building relationships with people from all walks of life?
Can you articulate yourself clearly both verbally and in writing?
Do you have a passion for the delivery of exceptional customer service?
Do you challenge day to day situations and the norm yet remain calm under pressure?
Would long-term career growth in a IBUK recognised '2024 Top UK Insurance Employer' spark your interest?
If the answer is yes, then keep reading as the Incident Response Team (IRT) are looking for a dedicated individual to perform the role of Team Leader. We’re looking for someone who can display the key attributes highlighted above. You must be self-motivated and driven to succeed and above all you must demonstrate a desire to keep your customer at the heart of all that you do. Please keep reading if you feel the role may be appealing to you.
Wherever you are in your career, we can support you to achieve your goals. A role with Sedgwick opens the door to many benefits, including:
Structured programmes with clear timescales & transparent career pathways
Fully supported professional qualifications with rewards
Truly flexible working, a mix of office and home
Competitive salary
Employee assistance programme for employee wellbeing
Life assurance
Group Income Protection
Our other benefits include:
Private healthcare plan (including pre-existing conditions)
A Self Invested Personal Pension Scheme
Annual leave allowance of 25 days + public holidays
Voluntary benefits – Purchase extra holidays, dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP apps
The Role:
As a Team Leader, you`ll lead and manage our colleagues when dealing with claims and customer service-related circumstances. You will have responsibility for monitoring and supporting the technical development of your team. Utilising outputs from internal and external quality audits to ensure colleagues level of work produced is of the standard expected as well as assisting in maintaining delivery of client’s service delivery targets.
You will be able to motivate and supervise staff as well as coach, develop and appraise them. Your priority will be to lead your team to achieve a first-class customer service for all Clients, customers including policyholders, brokers and other teams within the business.
Additionally, you`ll take an active role in the preparation of external client audits and collective ownership of actions post audit to address any service-related improvement activity. Interpreting and analysing management information will be second nature to you, so that you can highlight trends, hot spots and solutions are implemented where required. You`ll also have a part to play in Client management and customer management.
Many of our colleagues now benefit from working flexibly between the office and home, which helps support a healthy work/life balance against the needs of a 24/7 365 contact centre operation. When you do spend time in our office, you’ll experience bright and open surroundings which offer excellent areas for collaboration as well as desk space. It’s an ideal environment for working alongside and interacting with fellow colleagues both face to face and over ever enhancing digital media.
You will have:
You`ll already have experience of managing a successful team who handled a high volume of telephone and inbound customer contact. You`ll be a customer service champion and a true leader of people
Good level of education – at least to GCSE level or equivalent
Previous claim experience
Good negotiation skills
Excellent communication skills both written and verbal with Customers, Clients and Colleagues
The ability to prioritise your workload effectively
The ability to work on your own initiative and take ownership of your own caseload of claims at the same time as working together as a team
The ability to develop and maintain a close working relationship with our customers, to promote customer satisfaction during all stages of the claim
Ability to demonstrate understanding and empathy throughout
Excellent IT skills
Existing or intention to become Cert / Dip CII qualified
Working at Sedgwick
Our company is a place where creative and caring people of all backgrounds can be challenged, grow as individuals, and feel a higher purpose in the unique value they bring and the difference they make in the lives of others. We celebrate our differences; cultivating uniqueness and belonging allows us to connect with our consumers on a personal level, understand our clients’ needs, support the communities in which we operate, and perform at our best.
We’re passionate and understanding about our colleagues – so we have built flexibility into our colleague working model. If you wish to work from home, split your working time between the home and office or change your hours so you can collect your children or care for someone in your family, we’re supportive of that. As a flexible employer, we’re happy to discuss options that take into consideration your personal needs for this position during your interview.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to: ID document verification, credit check, address verification, employment verification, employment gap verification, UK DBS, UK financial regulator search, anti-money laundering search, directorship search and global watch list check.
Sedgwick is committed to Equal Opportunity and Diversity. We aim to ensure that no job applicant or employee receives less favourable treatment on the ground of race, colour, nationality, religion, ethnic or national origins, age, gender, marital status, sexual orientation or disability.
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Sedgwick is an Equal Opportunity Employer.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.