Slater Gordon SolutionsLegal Review & Compliance Team Manager
Jan. 2005 - Jun. 2016Watford, United KingdomAs a Manager, I had the responsibility of ensuring the department's operations run smoothly on a daily basis.
Managing the contact centre office floor as well as responding to all delegated duties from Direct Line Manager.
Managing diaries, and sole responsibility for 7 day, 4 shift rota. Attendance, sickness and holiday approval both manually and on HR net.
Recruiting and hiring.
Training all staff in front end policies, procedures and ensuring HR policies are adhered to, staff inductions, health and safety.
Claims handling and liability assessment training. Using databases such as PIMS, MID, askCUE, HRnet.
Answering calls and addressing all colleague queries both internally and nationwide as well has handling overflow client calls.
Complaints handling
Quality assurance.
Maintain that each client received outstanding customer service.
Oversee: -Compliance in lines with SRA, TCF.
-Risk assessment of all RTA, EL/PL claims
-Fraud investigations
-Due Diligence Secure delivery of an effective service to the public, and where possible a first contact resolution of issues and maintaining the highest standards of customer service.
Help solve problems that affect the service, efficiency and productivity.
Work corporately with other line managers to develop best practice.