Claims Team Leader - Customer Settlement (Motor)
12 Month Fixed-Term Contract
Location: Longbenton
Salary: £33,040 - £41,300 DOE + Benefits
Hours: Monday to Friday, 09:00 - 17:00 - 36 Hours Per Week - Hybrid after 6 month initial period (2 days in the office per week)
Outsource UK is recruiting on behalf of a leading insurance organisation for an experienced Claims Team Leader to join their Customer Settlement team on a 12-month fixed-term contract.
You will be responsible for leading and developing a team of Claims Handlers, ensuring claims are managed effectively, fairly, and in line with regulatory and business requirements.
Key responsibilities include:
- Leading and managing a team to ensure claims are handled in line with policy cover, legal liability, regulatory requirements, and industry best practice.
- Driving team performance to achieve operational, financial, and customer service objectives.
- Coaching, mentoring, and developing team members through regular one-to-ones, performance reviews, and development plans.
- Managing recruitment, performance management, absence management, disciplinary, and grievance processes.
- Maintaining strong technical knowledge across the team to ensure fair and accurate claim settlements.
- Providing guidance and support to team members on technical claim queries and escalations.
- Conducting quality audits and providing constructive feedback to improve performance and customer outcomes.
- Managing escalated complaints and customer queries, identifying effective and fair resolutions.
- Producing accurate management information and performance reports.
- Identifying trends, risks, and opportunities for continuous improvement.
- Working collaboratively with a range of internal stakeholders including underwriting, fraud, intelligence, and product teams.
- Ensuring compliance with all relevant regulatory, governance, and data protection requirements.
Essential Experience:
- Previous experience within the motor insurance claims sector.
- Strong understanding of insurance principles, including indemnity and subrogation.
- Sound knowledge of vehicle damage claims, liability, relevant case law, industry protocols, and the Road Traffic Act.
- Proven experience leading, motivating, and developing teams within a claims environment.
- Experience managing employee performance, recruitment, talent development, absence, disciplinary, and grievance matters.
- Ability to balance customer outcomes, commercial considerations, and regulatory requirements.
- Excellent communication, coaching, influencing, and negotiation skills.
- Strong decision-making abilities and sound judgement.
- A results-driven approach with the resilience to perform in a fast-paced environment.
- Proficiency in Microsoft Excel, PowerPoint, and Word, with the ability to work across multiple systems simultaneously.
If you're an experienced Claims Team Leader with a strong motor insurance background and a passion for developing people while delivering outstanding customer outcomes, we'd love to hear from you.