Claims Operations Manager overseeing daily claims operations and leading a team of employees in a remote role for Aflac. Ensuring efficient processes and compliance with regulations while fostering a collaborative environment.
About the role
- Operations Lead responsible for overseeing a team of customer service agents while driving sales and performance in a flexible work environment.
Responsibilities
- Responsible for leading a team of approximately 20 agents and 2 Performance Coaches
- Taking customer calls to help support with queries, sales, complaints, repairs and account changes
- Measured on range of Key Performance Indicators including Sales Conversion, Team Quality Assurance, Customer Satisfaction, Adherence to the Operating Rhythm, Average Handling Time, Absence Management, Retention, Engagement
Requirements
- Experience within the Sales and Customer Service industry and experience within a Contact Centre environment
- Experience in leading, coaching and managing successful sales team, demonstrating the ability to land continued growth and continued motivation of your direct reports
- Have the ability to flex and remain agile in the face of change
- Understand the customer need and how we can continually improve their journey, as well as, helping our front line agents to enjoy and grow in the role
Benefits
- Comprehensive training with clearly defined career progression opportunities
- Regular incentives with amazing prizes to be won
- Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.
- Pension scheme – matched employer contributions up to 5% of basic salary
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services: Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – a range of discounts for 100s of online and high street retailers
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