Non Fault New Hires Team Leader in Egham

Join Our 4D New Hires Claims Team! 4th Dimension Innovation is looking for a 4D New Hires Team Leader to lead our Non-Fault New Hires Team from our Egham base. This is a pivotal leadership role for someone who knows claims inside out and wants to drive a dispersed team to deliver quality, compliance and results — keeping our riders moving and our service levels high.

Reporting to the Head of Operations, you'll be accountable for the efficient and effective handling of all new claims, ensuring Service Level Requirements and quality targets are consistently met. You'll coach and develop the team, manage performance and resourcing, and uphold the standards that keep our claims operation compliant and customer-focused.

Main Duties

• Manage a dispersed team to ensure efficient, effective handling of all new claims following hand-off from sources.
• Ensure team and individual targets and objectives are met, with an evenly split, fairly allocated caseload in line with company claims philosophy and service levels.
• Allocate and monitor new claims, and report MI and KPIs to the wider business.
• Analyse MI to identify trends and patterns, and use data to improve team and individual performance.
• Recruit, train, coach and develop team members, producing documented training and coaching plans.
• Handle complaints and escalations with sources, escalating to the Customer Services Manager where necessary in line with company guidelines.
• Keep the team updated on workflow changes and relevant claims legislation, and encourage the sharing of technical knowledge across the business.
• Manage telephone cover, weekend and overtime rotas, ensuring sufficient resource throughout the day, evenings and weekends.
• Run documented team meetings (agendas and minutes), and pull calls and files for individual and team audits in line with the Quality Framework.
• Promptly manage or escalate HR, behaviour and team issues.
• Ensure handlers capture full and accurate data in all relevant Proclaim fields.
• Ensure compliance with all regulatory requirements, including Treating Customers Fairly, DPA, Complaints and FCA legislation.

Key Skills

• Previous claims management experience (essential), with a good working knowledge of claims processes and procedures.
• Team Leader experience, with strong leadership, decision-making and change-management skills.
• Excellent technical claims knowledge, with the ability to make complex issues simple.
• Strong analytical and problem-solving skills, with the ability to interpret MI and turn data into performance improvements.
• Excellent interpersonal, communication and negotiation skills, comfortable communicating at all levels.
• Strong organisation, time management and IT skills (including Excel).

Bonus Points For

• Experience managing a dispersed or remote team.
• Familiarity with Proclaim or similar claims systems.
• Experience handling complaints and escalations within an FCA-regulated environment.

The Essentials

• Hours: 37.5-hour week on a shift pattern, within operating hours of 08:00–20:00 Monday to Friday and 09:00–17:00 Saturday
• Salary: £30,000–£35,000
• Location: Egham (hybrid)
• Contract: Full time
• Perks: Competitive company benefits, training & development opportunities, and an energetic, supportive team culture