Claim Centre Manager

We're looking for a Claim Centre Manager to join our ARN team and play a key role in being responsible for the day-to-day management of the Customer Service Centre teams (Repair Deployment and Repair Management). The key responsibilities for this role will be to ensure services are delivered in accordance with ARN's client and business requirements incorporating customer journey excellence.

Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Key responsibilities

• Responsible for the day-to-day management of the Customer Service Centre teams (Repair Deployment and Repair Management)
• Lead and motivate teams including delegating and managing workloads
• Ensure that services delivered are in accordance with the client specification as well as company and client policies, procedures and standards
• Deliver performance targets for customer service levels and KPis, ensuring:
  • All calls and communications inbound to the centre are answered in line with SLA's
  • All repairs are deployed in line with customer requirements
  • All repairs are progressed as appropriate to completion
• Staff Recruitment in alignment with the requirements of the Head of Customer Experience, liaising with internal and external stakeholders as required
• Identifying training needs, devising, planning and delivering appropriate training sessions as required
• Ensuring all Customer Service Centre staff are operating in alignment with Avant company policy
• Instil best practice, process and systems to drive continuous improvement
• Create workflow processes where appropriate
• Pro-active contribution to the company generally, its customers and staff
• Building and maintaining effective stakeholder relationships

Skills and experience

• Strong interpersonal and staff management skills
• Excellent communication skills, both written and verbal
• Ability to set, exceed and meet targets on a consistent basis
• Ability to think analytically and strategically and a good problem solver, but to react effectively to scenarios in a pressured environment
• Good eye for detail and ability to interpret statistics and evaluate results
• Ability to deliver to strict deadlines

Desirable (but not essential):

• Body repair industry knowledge
• Knowledge of the working practices of insurers with regard to motor claims
• Experience of managing customer call centre environments

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 33 days holiday, including bank holidays
• Personal health cash plan - claim back the cost of everyday healthcare such as dental and optical check-ups
• Enhanced maternity, paternity, adoption and shared parental pay
• Life assurance at three times your basic salary
• Free breakfasts and fresh fruit
• A birthday surprise for everyone

At Activate Group, we want everyone to have the tools and support they need to do their best work. We're an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose - making someone's bad day better

We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We'll also support your ongoing development through regular feedback and career planning.

Whether you're based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you'll be part of a supportive culture where people are encouraged to succeed.

Activate Group is a fast-growing business approaching 1,000 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.

We also work with the UK's largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.

Our purpose underpins everything we do: Make someone's bad day better

Our values define how we work with our team members, customers and suppliers:

• Make it happen - Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better - Be bold. Challenge the norm - make small improvements often.
• Win together - Be a team player. Win together, learn together, respect each other.

Nobody wants or expects to be in a road incident, and we know how upsetting and stressful it can be. This is why our purpose is to make someone's bad day better.

We achieve this through our values make it happen, win together, and strive for better.