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Claims Team Leader
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Location
Bristol (Hybrid Working – minimum 3 days per week in the office)
Reporting to
Claims Manager
Direct Reports
Claims Assessors
Salary
£42k + Benefits
Role Overview
The Claims Team Leader is responsible for leading, coaching and developing a team of Claims Assessors to deliver fair, efficient and customer-focused claims outcomes. The role is accountable for operational performance, quality standards, customer satisfaction and regulatory compliance, while supporting continuous improvement across the claims function.
Key Responsibilities
- Lead, motivate and develop a team of Claims Assessors to achieve individual and team objectives.
- Conduct regular one-to-one meetings, coaching sessions and performance reviews.
- Create development and succession plans to build future capability within the team.
- Monitor service levels, productivity, quality and customer satisfaction measures, implementing action plans where required.
- Support recruitment, onboarding and training activities.
- Foster a positive, inclusive and high-performing team culture and recognise success appropriately.
- Manage absence, performance and employee relations matters in line with company policy.
Operational Management
- Ensure claims are handled efficiently, accurately and in line with company procedures and delegated authorities.
- Monitor workloads, resource allocation and claim lifecycle performance to maintain service standards.
- Analyse management information and KPI data to identify trends and improvement opportunities.
- Support implementation of new systems, technology and operational change initiatives.
- Work collaboratively with underwriting, customer service and third-party suppliers to achieve effective claim resolution.
- Escalate complex customer issues and support satisfactory outcomes.
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Customer Experience & Consumer Duty
- Promote a customer-first culture across the team.
- Ensure vulnerable customers are identified and supported appropriately in accordance with company policies and regulatory requirements.
- Embed Consumer Duty principles and promote fair customer outcomes in all claims activity.
- Review customer feedback, complaints and service measures to drive continuous improvement.
- Support advisers and assessors in handling challenging customer situations.
Quality & Compliance
- Maintain high standards of quality, accuracy and professionalism.
- Undertake quality assurance reviews and provide constructive feedback.
- Ensure compliance with company policies, FCA requirements and internal controls.
- Support audit activities and implement corrective actions where necessary.
- Maintain awareness of regulatory and industry developments relevant to claims operations.
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Skills & Experience
- Minimum three years’ experience leading teams within claims, insurance, financial services, customer service, operations or contact centre environments.
- Proven ability to coach, develop and motivate individuals and teams.
- Strong communication, stakeholder management and interpersonal skills.
- Experience managing performance through MI, KPI reporting and operational metrics.
- Strong organisational, analytical and problem-solving capabilities.
- Ability to interpret and apply regulatory requirements within a regulated environment.
- Proficient in Microsoft Office applications.
Key Success Measures
- Customer satisfaction and complaint outcomes.
- Claims quality, accuracy and audit performance.
- Achievement of service level, productivity and quality targets.
- Employee engagement, retention and development.
- Successful delivery of operational improvement initiatives.
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