Claims Team Leader – Guiding Teams to Consistent Service Excellence - DEFEND INSURANCE HOLDING s.r.o.

If you enjoy working in a multicultural environment where English is used every day and have a passion for leading teams while delivering excellent customer service, we have an exciting opportunity for you. We are looking for a new colleague to join us as the Team Leader for our CEE Claims teams.

What will be your role?

• Lead, motivate, and coach a team of claims professionals to deliver excellent service and meet client expectations.
• Ensure SLAs and KPIs are consistently met, and provide regular performance updates and status reports.
• Conduct performance reviews, identify development needs, and support the team through targeted training.
• Foster open communication, collaboration, and problem-solving within the team through regular meetings and 1:1s.
• Handle escalated inquiries and complaints, including de-escalation and coordination with key stakeholders.
• Perform regular audits of calls and claims to ensure compliance with procedures and provide feedback and support based on findings.

Why should you work for us?

• We have a friendly environment here and we like to get together after work for good food and drink or even to play sports together.
• We place immense importance on education and personal growth, which is why we provide a comprehensive professional development plan, and a wide array of educational courses.

We take care of our employees; we provide them with benefits like:

• 6 weeks' holiday and 2 personal days
• 1 HO per week
• Multisport card
• Cafeteria system or contribution to pension insurance
• A healthy breakfast every Wednesday, or a FreshPoint fridge with an employee 30% discount on products
• Company events and much more...

You might be a perfect fit, if you:

• Have leadership experience,
• Have broad experience working in a customer service environment, ideally within the insurance industry,
• Have the ability to meet and exceed customer expectations,
• possess strong negotiation and investigative skills.
• Have at least B2 English Language level

Has this position caught your attention? If yes, then don't hesitate to send us your resume along with a cover letter. We will be delighted to get back to you and schedule an online interview where we will have the opportunity to get to know each other better.