Job Title: Claims Customer Service Team Leader Location: Liverpool Salary: £30,986 - £33,486 per annum plus an up to £6000 annual bonus, paid out on a quarterly basis Job Type: Permanent What you will be doing: - Lead a team of First Notification of Loss Handlers - Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLA's, monthly one to ones, performance reviews, training and development, disciplinary procedure, and staff welfare - Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file and prompt correct liability decision making - Impart technical knowledge to the team by way of mentoring and coaching with the ability to display a thorough knowledge on areas of indemnity, liability, and validation - Maximise capture opportunity for our panel of service providers delivering the right outcome for both the customer and Acorn Insurance - To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training - Ensure the effective management of inbound call handling philosophies are adhered to What we're looking for: - Proven ability to positively influence team members through a culture of ope...