General information Job Title Claims Manager - Motor Settlement Ref 9542 Location Newcastle - Q8 Building, Quorum Business Park, Longbenton, NE12 8BU, United Kingdom Department IMS - Claims Management Business Area Claims Management Working time Full-Time Date Published 05-05-2026 Serving our customers, communities, and planet a little better every day. Salary – From £57,760 annual bonus & benefits Work Level - 2 Location – Newcastle, 12-month Secondment / Fixed Term Contract Office Attendance - Our roles are hybrid; however, you should be able to travel to our Newcastle office, 2 days per week for this position. Closing Date - Applications close 12th May at 5pm We’re looking for a Claims Customer Service Manager to join our Insurance Money and Services team. This role plays a pivotal part in delivering great customer outcomes at Tesco IMS. As Claims Customer Service Manager, you’ll lead teams responsible for settlement of customer damage claims and the Claims Business Support Teams. Leading a team with up to 6 direct reports and reporting into senior Claims leadership. You’ll be accountable for Motor claims up to £50k per claim and will act as a Subject Matter Expert across your area of expertise. You’ll work closely with: o Operational Claims Managers o Digital Product Owners o Underwriting and Pricing o Customer Satisfaction & Complaints o Operational Excellence & MI o Risk, Compliance and Audit o External suppliers and industry partners You’ll oversee the full early claims journey, including settlement of eligible claims, while ensuring claims are handled fairly, accurately and in line with regulatory and financial controls. You’ll balance customer experience, indemnity spend, operational performance and colleague engagement—always with our customers first at the heart of decision making. Why this role? You’ll influence how we deliver claims today and how we evolve tomorrow. You’ll work closely with senior leaders and cross functional teams to drive change. You’ll lead improvement initiatives that directly impact customers, colleagues and cost Why this is a great opportunity at Tesco IMS This is a great chance to lead with purpose, combining operational excellence with customer first decision making. We have a strong focus on development, coaching and progression. There is a real opportunity to influence products, processes and systems. We have a collaborative culture where your expertise and judgement are trusted. What you’ll be doing • Lead the day to day operation, ensuring service, telephony and performance targets are delivered • Own operational performance, forecasting and planning, balancing customer experience, cost and compliance • Control indemnity spend and early settlement activity, monitoring trends, risks and root causes • Act as technical SME and escalation point for complex cases and complaints • Coach, develop and engage leaders and colleagues, building capability and high performance • Drive continuous improvement through customer insight, MI, failure demand analysis and system change We need you to have (essential criteria) • Extensive leadership experience within Motor claims operations • Strong technical claims knowledge, including indemnity, liability, complaints and FCA requirements • Proven experience managing operational performance, cost control and customer outcomes • Confidence leading teams and decision making in a regulated environment And if you have any of these, even better • Professional insurance qualifications (Cert CII / Dip CII / ACII) • Experience of digital claims journeys, system enhancements or agile delivery • Exposure to operational excellence, process redesign or change initiatives • Project leadership or SME ownership within claims or customer operations We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us. What’s in it for you • Prepare for your retirement with our colleague pension scheme. • Private Medical Insurance (WL2) and virtual GP Service you and your family 365 days a year. • Performance related annual bonus. • Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more. • Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday. As an added perk, we’ll give you a second card to share with someone else. • Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave. • A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want. • Take part in our Buy as you Earn and Save as your Earn share schemes. Everyone’s welcome We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day. Interviews We know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need, as we’re committed to exploring part time and flexible working opportunities, at every level of the organisation. Interviews are expected to be held shortly after closing date. Why Tesco Insurance and Money Services? Seeing your impact all around you: there's no better feeling. Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day. We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome. So, if you want a career where you can do good and feel good, you've found it. Let's make everyday a little better. Our story Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference. We began life in 1997 and now help more than 2 million customers protect what matters to them. We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centres are open seven days a week. Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers. How to apply We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals. Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!