Claims Department Team Leader

Site: Wellingborough (occasional travel may be required to attend client meetings and to our office in Hull)

Reporting to: Senior Team Leader

Working hours: 7.5 hours, Monday to Friday + 1 in 6 Saturdays, 08:30 to 12:30

Salary: £32,782.00 per annum

Purpose

The Team Leader is responsible for the management of motor claims relating to vehicle accidental damage, working as part of and supervising a team to deliver the highest possible standards of customer service. Able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis, are maintained.

Role Profile

Leadership & Team Management

• Lead, motivate, and support the team to achieve individual and team performance targets.
• Conduct monthly one-to-one reviews and annual appraisals, providing clear feedback and development plans.
• Ensure all people management activities are carried out in line with company HR policies and procedures, including absence management, performance management, conduct, and disciplinary processes.
• Chair monthly team meetings and support ongoing coaching and mentoring.
• Identify training needs and support continuous improvement to reduce repeat failures.

Operational Management

• Monitor call handling and email performance using internal reporting tools, ensuring targets are met.
• Produce regular performance reports for the Line Manager, along with ad hoc reports as required.
• Utilise Power BI to analyse performance trends, identify risks and opportunities.
• Ensure accurate, detailed record-keeping within company systems to maintain full audit trails.
• Undertake audits as agreed with your Line Manager.
• Continuously review and develop operational systems and processes, introducing efficiencies to improve productivity and support team effectiveness.

Stakeholder & Customer Management

• Act as a first point of escalation for clients, suppliers, customers, and team members.
• Ensure expressions of dissatisfaction are processed and resolved effectively by the team.
• Liaise with internal departments to support issue resolution where needed.

Compliance & Governance

• Ensure the team remains fully up to date with new and amended SLAs and brand requirements.
• Promote and adhere to data protection, information security standards, and company policies at all times.
• Where authorised, ensure hire is provided, recorded, and managed correctly to control costs.
• Support root cause analysis reviews and contribute to process and system improvements.

Person Specification

Essential Requirements
You will ...

• Have proven success in leading and motivating a team to achieve business targets.
• Have proven ability of coaching, mentoring and implementing action plans to grow a team to achieve business set targets.
• Have excellent oral and written communication skills.
• Be customer focused.
• Have ability to resource plan to ensure business SLAs achieved.
• Have ability to work under pressure and prioritise own work to achieve deadlines.
• Have good knowledge and understanding of Microsoft Office.

Desirable Requirements
You will ...

Have minimum of 1 year experience leading a team.
Have an intermediate Microsoft Excel qualification.
Have previous experience of working in a Contact Centre in a leadership position.

Benefits:

• 21 days holiday, plus statutory bank holidays.
• Holiday purchase scheme.
• Additional birthday holiday day.
• Employee benefits Scheme, including counselling service and 24/7 GP service.
• Free food days.
• Free parking.
• Close to shops and amenities

Closing date: 18/02/2026