CLAIMS DEPARTMENT SENIOR TEAM LEADER

Reporting to: Claims Department Manager

Site based: Wellingborough

Salary: £35,000

Hours: 38.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)

What We Offer

• Employee health and wellbeing benefits, including: 24/7 GP service, confidential counselling service, retail, gym and lifestyle discounts and a medical cashback scheme
• 21 days annual leave plus statutory bank holidays
• Additional birthday holiday
• Holiday purchase scheme
• Performance-based salary increments
• Free on-site parking
• Monthly free food days
• Company events, reward and recognition initiatives

Purpose

The Senior Team Leader provides the critical leadership and performance layer between Team Leaders / Deputy Team Leaders and the Claims Department Manager.
The role focuses on driving performance uplift, leadership capability, quality, compliance and consistency across all Claims teams. It is not operational micromanagement, but leadership oversight and development.
You will have full ownership for the performance, capability and conduct of Team Leaders and their teams, ensuring KPIs, FCA obligations, quality standards and customer outcomes are consistently achieved.

Key Responsibilities:

Leadership & Performance Management

• Line manage all Team Leaders and Deputy Team Leaders within the Claims department.
• Conduct regular, structured 1-2-1s focused on performance, behaviour, leadership standards and development.
• Oversee performance management processes including improvement plans, capability frameworks and formal PIPs where required.
• Act as the first escalation point for leadership-level performance, conduct and absence management.
• Support recruitment, onboarding and induction of leadership roles.
• Identify exemplary performance and recommend individuals for reward and recognition.
• Provide cover in the absence of the Claims Department Manager.
• Duties or functions in addition to or instead of your usual duties if the needs of the business so require, that are within your capability and status.

Operational Oversight & KPI Delivery

• Maintain full oversight of departmental performance against KPIs, including productivity, quality, SLA adherence and customer outcomes.
• Oversee day-to-day operational performance across all teams, ensuring resources are realigned to respond to trends and demand.
• Support short- and medium-term resource planning alongside the Claims Department Manager.
• Ensure claims leakage and cost exposure are minimised through strong controls and adherence to process.
• Act as an escalation point for complex, high-risk or high-profile claims and complaints, ensuring FCA and SLA compliance.

Quality, Audit & Compliance

• Carry out leadership-level audits across teams.
• Analyse audit outcomes, trends and root causes, ensuring actions and re-testing are in place.
• Ensure FCA, client, SLA and internal policy requirements are embedded and consistently applied.
• Promote data security and strict adherence to GDPR, DPA and information governance standards.

Coaching, Development & Succession

• Coach and mentor Team Leaders to develop strong people leadership, not just task management.
• Support the creation and delivery of departmental training plans and leadership development programmes.
• Support apprentices and ongoing capability development.
• Identify high-potential talent and support succession planning.
• Promote consistent leadership behaviours and expectations across the department.

Continuous Improvement & Change

• Identify and lead departmental improvement initiatives to improve efficiency, customer outcomes and staff engagement.
• Support the delivery of projects, initiatives and transformation activity.
• Act as a change champion, ensuring effective communication, adoption and embedding of new ways of working.
• Provide insight, data and recommendations to support departmental and business-wide initiatives.
• Building a strong working relationship with the Senior Team Leader at any other business site to create alignment across the departments.

Stakeholder & Governance Responsibilities

• Review monthly departmental performance utilising PowerBi reports, to identify trends and future objectives for the Team Leaders to focus on.
• Participate in departmental, leadership and client meetings as required.
• Support the Claims Department Manager with Health & Safety responsibilities.
• Ensure DSE assessments are completed and equipment logged appropriately.
• Support disciplinary and grievance processes in liaison with HR.
• Ensure all activity aligns with company policies, procedures, values and client expectations.

Person Specification

Essential

• Proven leadership experience, ideally within claims, insurance or a regulated environment.
• Strong performance management, coaching and people development capability.
• Customer-centric and quality-focused mindset.
• Strong analytical skills with the ability to interpret data and drive improvement.
• Confident, fair and consistent decision-maker.
• Highly organised, proactive and resilient.
• Strong IT skills, including Microsoft Office applications such as Outlook, Excel, Power Bi.

Desirable

• Experience within automotive claims or insurance operations.
• Experience leading leaders (Team Leaders / Deputy Team Leaders).
• Exposure to FCA-regulated environments.
• Experience supporting change, transformation or continuous improvement programmes.
• Attending external meetings may be a requirement so a full UK driving licence is desirable.

The deadline for applications is Wednesday 21st January 2026