At a Glance
- Tasks: Lead and motivate a team of Customer Claims Handlers to deliver exceptional service.
- Company: Fast-growing legal firm with a people-first culture in Blackburn.
- Benefits: Competitive salary, modern office, career progression, and ongoing training.
- Other info: Dynamic environment with opportunities for continuous improvement and collaboration.
- Why this job: Join a values-driven organisation where your leadership can make a real impact.
- Qualifications: Experience in customer service leadership and strong people management skills.
The predicted salary is between 30000 - 40000 £ per year.
Our client is a well-established, fast-growing legal firm based in Blackburn, delivering specialist support to clients across the UK. Operating within a highly regulated environment, they are committed to providing outstanding customer outcomes while maintaining the highest standards of compliance, professionalism, and client care.
With a strong reputation within the claims sector, the business combines expert legal knowledge with a people-first culture and a genuine commitment to continuous improvement.
An exciting opportunity has arisen for an experienced Customer Claims Team Leader to join a growing operations team within modern Blackburn offices. Reporting to the Head of Operations, you’ll take ownership of the day-to-day leadership of a team of Customer Claims Handlers, ensuring high standards of service delivery, compliance, and performance are consistently achieved.
The successful candidate will be a confident and supportive people leader who thrives in a fast-paced environment and is passionate about balancing commercial performance with exceptional customer care.
Key Responsibilities- Lead, coach, and motivate a team of Customer Claims Handlers
- Drive team and individual KPI performance, service levels, and quality standards
- Manage workloads and caseload allocation to ensure claims progress efficiently
- Monitor calls, written communications, and case quality to maintain compliance standards
- Conduct regular 1:1s, appraisals, and performance reviews
- Support employee development through coaching and targeted improvement plans
- Handle escalated customer issues and complaints professionally and empathetically
- Ensure vulnerable customers are supported appropriately and sensitively
- Manage performance, conduct, and absence issues in line with company policy
- Identify opportunities for continuous improvement across processes and service delivery
- Build strong working relationships across Compliance, HR, Training, and Operations teams
- Previous experience leading a team within a customer service, claims, contact centre, or regulated environment
- Strong people management and coaching skills
- Proven ability to drive performance and achieve KPIs and service standards
- Experience managing complaints, escalations, and challenging conversations
- Excellent communication and organisational skills
- A resilient and professional approach within a fast-paced environment
- Strong attention to detail and commitment to compliance and customer care
- Confident using Microsoft Office and CRM/case management systems
- Previous experience within legal services, claims, or financial services would be advantageous
- Awareness of FCA Consumer Duty and/or SRA regulations would be beneficial
- Competitive salary
- Modern office environment in Blackburn town centre
- Career progression opportunities within a growing business
- Supportive and collaborative working culture
- Ongoing training and development opportunities
If you’re an experienced team leader looking to join a values-driven organisation where you can genuinely make an impact, we’d love to hear from you.
Customer Service Team Leader in Blackburn employer: Cummins Mellor Recruitment
Our client is an exceptional employer, offering a supportive and collaborative work culture in the heart of Blackburn. With a commitment to employee development and career progression, team leaders can thrive in a modern office environment while making a meaningful impact on customer care and compliance. Join a fast-growing legal firm that values its people and prioritises outstanding outcomes for clients across the UK.
Contact Details:
Cummins Mellor Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Blackburn
✨Tip Number 1
Network like a pro! Reach out to your connections in the legal and customer service sectors. Attend industry events or join relevant online groups. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer care. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your experience effectively!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. Check out our website for roles that match your skills and passion for customer service. Tailor your approach to show why you’d be a great fit!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can set you apart from other candidates. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your key strengths!
We think you need these skills to ace Customer Service Team Leader in Blackburn
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Team Leader role. Highlight your leadership experience and any relevant achievements in customer service or claims management.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about this role and how your background aligns with our values. Share specific examples of how you've led teams and improved performance in previous roles.
Showcase Your Communication Skills:Since communication is key in this role, ensure your written application is clear, concise, and free of errors. This is your chance to demonstrate your attention to detail and professionalism right from the start.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Cummins Mellor Recruitment
✨Know Your Stuff
Make sure you understand the company and its values. Research their approach to customer service and compliance, especially in the legal sector. This will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Highlight your coaching techniques and how you’ve driven performance while maintaining high standards of customer care. Be ready to discuss specific KPIs you’ve achieved.
✨Handle Scenarios Like a Pro
Expect situational questions about managing complaints or escalated issues. Think of real-life examples where you’ve turned a challenging situation into a positive outcome. This shows your problem-solving skills and empathy.
✨Ask Smart Questions
Prepare thoughtful questions about the team dynamics, training opportunities, and how they measure success. This not only shows your interest but also helps you gauge if the company culture is the right fit for you.
