Claims Team Leader

Due to exciting growth plans for 2025, our highly successful client near Cosham is recruiting for a Claims Team Leader to join them on a permanent basis.

In this diverse and fast-paced role you will be responsible for overseeing the day-to-day operations of the claims and customer services team. You will lead, mentor, and motivate the team to ensure the smooth and efficient processing of claims, and the delivery of a first-class customer experience. You will also play a key role in streamlining processes and improving overall team performance.

The ideal candidate will have:

* Strong experience in team management; training, coaching, and performance management.
* Experience within pet insurance; or travel, motor, or personal accident claims or similar consumer products would be preferred but not essential.
* A strong understanding of dealing with complex claims and acting as escalation point.
* Positive, diligent, and determined mindset with a drive to develop a focused and professional team culture.
* Experience within a high-volume, results-focused customer service environment.
* Experience operating within a regulated industry.

What you'll be doing:

• Lead and manage the claims and customer services team, providing guidance, support, and training to ensure optimal performance.
• Oversee the claims handling process, ensuring timely and accurate assessment and resolution of claims.
• Monitor team performance and implement strategies to improve efficiency and SLAs.
• Act as an escalation point for complaints and complex claims.
• Liaise with internal departments and external stakeholders to streamline claims processing and resolve issues.
• Ensure compliance with all relevant regulations, policies, and procedures.
• Prepare and present regular reports on service metrics and team performance to SLT.
• Identify opportunities for process improvements and work with the team to implement best practices.

Skills Required:

* Experience in a claims handling or other leadership role, preferably within the automotive or insurance sectors.
* Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
* Excellent communication and interpersonal skills and ability to liaise effectively with internal and external stakeholders.
* Proven ability to manage high workloads, prioritise tasks, and maintain attention to detail in a fast-paced environment.
* Problem-solving mindset with a focus on delivering excellent customer service.
* Knowledge of regulatory requirements and best practices in claims management.

Salary & Benefits:

* Salary will be �32,000.
* 24 days holiday per year (increasing with service).
* Birthday day off.
* Company pension scheme.
* Excellent Health & Wellbeing programs for all employees.
* Training, Career & Personal Development.
* State of the Art Offices.
* Employee Assistance Program.
* Perk Box with access to lots of discounts and perks.
* This role will be based at our clients state of the art offices 5 days per week.