Role Overview
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 Operational Claims Managers, Digital Product Owners, Underwriting and Pricing, Customer Satisfaction & Complaints, Operational Excellence & MI, Risk, Compliance and Audit, and External suppliers and industry partners. You'll oversee the full early claims journey, 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.
Responsibilities
* 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.
* 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.
Qualifications
* 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.
Preferred Qualifications
* 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.
Inclusive Workplace
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, valuing the richness and diversity that brings to our business.
Benefits
* Prepare for retirement with our colleague pension scheme.
* Private Medical Insurance (WL2+) and virtual GP Service 365 days a year for you and your family.
* Performance‑related annual bonus.
* A generous holiday allowance of minimum 7.2 weeks, with the opportunity to buy more.
* Colleague Clubcard with a 10% discount rising to 15% every payday; second card can be shared with someone else.
* Family‑oriented initiatives including enhanced maternity leave pay, a shared parental leave policy, and a generous 8‑week paid paternity leave.
* Ongoing learning opportunities and award‑winning training to help you achieve the job and career you want.
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