Team Manager – Accident Management

Company Description/ Business Unit

Job Title: Team Manager – Accident Management

Location: Cheadle - Hybrid

Employment Type: Full-Time/Permanent

Salary: Up-to £40,000

Hours: Monday - Friday

AA Summary

Assuming The AA is just about roadside help? There’s more to us than meets the eye.

The AA is one of the UK’s most well-known and trusted brands. We provide a range of services to millions of customers, from roadside assistance to insurance and driving lessons. Our mission is to help keep Britain moving, and we’re looking for dedicated individuals to join our team. Are you ready to join?

This is the job

This position involves overseeing a diverse team within the AA Accident Management department, ensuring the effective delivery of our B2B Accident Management contracts.

Team members include inbound and outbound incident coordinators, motor engineers, and administrators, all focused on handling customer incidents.

Additionally, this role manages customer and supplier interactions to achieve key objectives such as outstanding customer service, retention, growth, efficiency, and profitability.

What will I be doing?

• Manage teams, staffing levels, and other functional resources to meet operational targets, budget requirements, and all agreed targets, objectives, and KPIs.
• Agree and allocate work activity within the team according to priorities.
• Ensure customer service is delivered to a very high standard and adheres to agreed best practices. Identify and recommend solutions to remedy any shortfall in service standards.
• Create and develop detailed methods, processes, and procedures to meet new opportunities, customer requirements, and projects.
• Act as a knowledgeable point of contact for the team, customers, and suppliers.
• Monitor and motivate team members, delivering one-to-one coaching to ensure the highest standards of customer service.
• Personally resolve unusual and complex problems and complaints. Identify trends and recommend improvements to practices and procedures to address recurring problems.
• Constantly monitor department activity and recommend improvements to current practices across all Accident Management areas to ensure best practices.
• Identify training and coaching needs for individuals and groups and ensure a training solution is delivered.
• Actively apply best practices in all aspects of personnel management, including appraisals, setting objectives, and dealing with disciplinary issues.
• Ensure all FCA compliance monitoring is carried out under AA compliance guidelines.
• Lead presentations to customers, demonstrating the great services we provide, our systems, and operational accountability.
• Select, train, and assess team members through on-the-job coaching and performance management.
• Liaise with chosen suppliers for outsourced activity and manage their performance against agreed targets.
• Ensure TCF is embedded in the culture of the AA to deliver the six customer outcomes: right culture, right information, right delivery, right targeting, right advice, and right post-sales treatment.
  
  

What do I need?

• Previous experience of leading, supervising, and motivating sales and administration teams, ideally in a contact centre or insurance company.
• Ability to effectively summarise, communicate, and pitch critical information to a wide audience of peers and leaders.
• Experienced in the use of industry-specific computer systems.
• Knowledge of FCA compliance processes and monitoring procedures.
• Skills in coaching and training.
• Commercial awareness in the business-to-business arena.
• Specific experience in responding to demanding deadlines of a commercial nature.
• Experience in preparing client-facing materials accurately and to a deadline.
• Thorough knowledge of all Accident Management products, systems, and procedures.
  
  

Additional information

Benefits

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
  
  

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.