Assistant Team Manager (Complaints)

How does working 4 days for the same salary as 5 sound? No really, there’s no catch.

We’re a great bunch here at Freedom Services, and we’re all about looking after our employees. Which is why we’ve recently trialled a 4-day working week for all staff.

Freedom services are going through an exciting phase of growth, and we’re looking for enthusiastic and motivated people to join our team.

As part of our team you’ll also get some amazing benefits.

Does this sound like your kind of place to work? Here’s what we’d like from you…

About us

We are the Freedom Group and we're passionate about what we do; protecting people, their property, their valued possessions, and the things they love. We provide a range of services to business partners and customers including insurance underwriting, distribution of insurance products and management of motor claims.​

Our team is based in Cheadle, Cheshire but we've adopted a successful hybrid approach where remote and flexible working is very much at the forefront. In addition to a competitive salary, we provide a range of great benefits including:

• Reduced hours benefit (4 day week).
• Paid day off for your birthday
• Private healthcare after 6 months service
• Enhanced Maternity & Paternity policy (qualifying period)
• Company sick pay (qualifying period)
• Competitive holiday allowance
• Company pension contribution
• Social events throughout the year
• Company discount & benefit scheme
• Free eyecare vouchers
• Death in service policy

As an employee of the Freedom Group, you will find a fun working environment and an inclusive culture where everyone feels valued and respected, and we're looking to add some new faces to our growing team.​

If you think this sounds like you then please get in touch, we'd love to hear from you!

About the role

You will support the Complaints Team Manager in the day-to-day management of the Complaints Team, providing support, technical knowledge, distributing case allocation and providing reports to key stakeholders.

Key Duties and Responsibilities

• Ensuring the operational function of the team, maintained FCA/FOS/ICO regulations with respect to complaint and Data Subject Access request activities.
• Providing advise to the team on cases, ensuring they are fair and consistent outcomes.
• Departmental case allocation and performance monitoring.
• Training and developing new and existing staff and putting in appropriate plans/reviews to assist with performance management.
• Developing and distributing MI to business stakeholders, regulators and business partners as requested.
• Being a referral point of internal stakeholders, Executive Team and business partners as requested.

Knowledge

• Established Insurance industry experience particularly within the commercial or personal lines sector
• Excellent organisational skills and attention to detail
• Excellent written and spoken communication skills
• Excellent customer services skills and a professional manner
• · Working knowledge of FCA DISP handbook and GDPR, with respect to Data Subject Access Requests.

Other duties:

• To work positively and inclusively with all colleagues, customers and business partners to promote a workplace that values equality and diversity
• To adhere to all company policies and procedures as set out in the company handbook
• Being adaptable according to business needs
• To have an excellent understanding of department targets and channel performance
• Providing effective Coaching / Feedback to agents
• Motivating the department to achieve business needs
• Supporting and mentoring new starters

Preferred Skills

• Have the confidence to deal with our customers over the phone and the ability to multi-task in a complex environment.
• Clear and professional communication skills (both verbal and written).
• Experience of working in the general insurance market.
• Experience of developing others in a variety of situations.
• Ability to work in a fast paced, sales focused and ever-changing environment.
• Basic I.T skills and familiar with MS Outlook, Word, Excel.

Confidentiality & Compliance

• To ensure confidentiality of all information is maintained always.
• Ensure TCF values and principles are observed and applied always
• Ensure adherence of FCA policies and procedures always

Job Types: Full-time, Permanent

Salary: £25,500.00-£27,500.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Cheadle, SK8 2JX: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Cheadle, SK8 2JX