What will you be doing?

Leading and developing the team

• Provide confident day-to-day leadership, coaching and support
• Hold regular one-to-ones and performance conversations
• Help team members develop their skills, confidence and capability
• Support the onboarding and training of new starters
• Handle team challenges and conflict constructively
• Build an engaged, accountable and high-performing culture

Managing workflow and performance

• Monitor workloads and ensure work is allocated fairly
• Track individual and team performance against KPIs and SLAs
• Use reporting and operational data to identify risks or bottlenecks
• Ensure quality standards and customer outcomes are consistently achieved
• Escalate emerging issues and support effective resolution
• Work closely with senior leadership to maintain productivity and service delivery

Improving the operation

• Help embed new systems, processes and ways of working
• Identify opportunities to improve efficiency and customer experience
• Encourage feedback from colleagues and stakeholders
• Support operational change as the team and claims portfolio continue to grow
• Bring structure, organisation and momentum to a busy working environment

Supporting customers and claims

You’ll be joining a claims operation, but you don’t need to arrive with detailed insurance product knowledge. The business already has strong technical expertise internally and will provide structured training across its products, policies and claims processes.

You will, however, need to be comfortable working in a customer-focused environment where accuracy, fairness, compliance and clear communication matter.

What are we looking for?

Leadership experience is the priority.

We’d particularly like to speak with people who have:

• Previous Team Leader, Supervisor, Operations Team Leader or Contact Centre Team Leader experience
• Proven experience coaching and developing colleagues
• Experience managing workflows, workloads and operational priorities
• Confidence monitoring KPIs, SLAs, quality and team performance
• Experience conducting one-to-ones and managing difficult conversations
• Strong reporting, organisation and problem-solving skills
• The confidence to join an established team and quickly build credibility
• A proactive, driven and hands-on leadership style
• A genuine interest in learning a new industry and product area

You could currently work within:

• Insurance or claims
• Financial services
• Banking or lending
• A regulated customer service environment
• A contact centre or call centre
• Complaints, case management or customer operations
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