Job Description
The Role
An established insurance business is seeking an experienced Claims Team Leader to oversee the day-to-day operation of the claims function, ensuring timely, accurate, and compliant claims handling in line with company SLAs and regulatory requirements.
This role will involve leading and supporting a claims team, managing performance and quality standards, while also handling a personal caseload of claims and acting as a key referral point within the team.
Key Responsibilities
* Supervise and support the claims team in daily claims handling activities.
* Ensure claims are processed accurately, efficiently, and in line with regulatory guidelines and company SLAs.
* Review complex and disputed claims, liaising with the Claims Manager and Broking Technician where required.
* Monitor team performance, productivity, and quality through monthly audits, file checks, and call listening.
* Assist the Claims Manager with customer complaints, supporting investigation and resolution.
* Train, coach, and mentor claims staff to improve performance and service standards.
* Ensure adherence to internal policies, procedures, and insurance regulations.
* Identify and implement process improvements to enhance efficiency and customer satisfaction.
* Manage a personal caseload of claims, including FNOL and oversight through to settlement.
* Hold weekly team meetings and ensure agreed actions are completed.
* Identify service issues with insurers and external providers, including Loss Adjusters.
* Identify potential risk management leads and other business solutions for referral to partner teams.
* Review monthly claims reports, identifying trends and areas of concern.
About You
* Strong knowledge of commercial insurance policies and claims procedures, with 2+ years’ experience.
* Previous experience in a claims leadership or supervisory role.
* Confident decision-maker with strong analytical skills.
* Excellent communication and customer service skills.
* High attention to detail with strong problem-solving ability.
* Able to handle sensitive situations and perform effectively under pressure.
* Capable of working on own initiative and managing workload effectively.
* Competent using insurer systems and Microsoft Office (Word, Excel, Outlook, Teams).
What’s on Offer
* Opportunity to lead and develop a claims team
* Exposure to complex commercial claims
* Supportive management structure
* Long-term career development within a growing business