Leading a Team Effectively – Unit M3.36

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Reflective Review: Leading a Team Effectively – Unit M3.36 This aim of this reflective report is to review how I lead, support and develop my team to achieve its goals. I have been asked to complete this by describing my organisation and my team’s role within it, explain how I communicate to my team members the team’s objectives and how they contributed to fulfilling the goals of the organisation or the project, assess how effective I was at communicating the common sense of purpose to the team and provide examples of actions I have taken. Introduction My organisation, is a claims management company based in the UK, who specialise in the recouping of compensation for customers who have been mis-sold Payment Protection Insurance by banks. The company consists of four main operational departments – Sales, Customer Service, Case Management and Administration; my team is based within the Case Management department. My team consists of twelve Case Managers whose role is customer-focused with the task of ensuring the successful progression of all cases assigned to them whilst ensuring all inbound calls are answered and maximum customer service and confidence is maintained. The vision of my organisation is to: Deliver excellence on service Be the best claims management company in the UK Set the standards for financial services The Brand that people trust in financial services Deliver to win Known for excellence in our markets The company people want to work with and for Reclaiming what is rightfully yours in time, value and money The strategy for my department at the moment is to: Maximum productivity for the processing of case management tasks Achieve maximum quality with productivity and quality Ensure no breaches of Ministry of Justice regulations Deliver operational excellence 1.1 Importance of a common sense of purpose to support

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