Customer Team Lead

Claims Team Leader – Customer Operations

Bristol | Hybrid – 2–3 days in the office

£35,000–£42,500, potentially flexible for the right person

12-month FTC with genuine potential to become permanent | 35 hours per week

Are you an experienced Team Leader who knows how to coach people, manage workloads and build a high-performing customer service operation?

You don’t necessarily need an insurance background for this opportunity.

We’re partnering with a fast-growing specialist insurance business in Bristol that is expanding its claims operation following continued business growth and several significant new opportunities.

They’re looking for a confident, capable Team Leader who can take ownership of the day-to-day running of the team, support its people and ensure workloads, performance and customer outcomes remain on track.

The team currently consists of five people, with two additional hires planned over the coming months. As the business continues to grow, the team could increase to around ten people during the next 12 months.

This creates a genuine opportunity to join at an important stage, help shape how the team operates and potentially build a long-term career within the business.

What will you be doing?

Leading and developing the team

• Provide confident day-to-day leadership, coaching and support
• Hold regular one-to-ones and performance conversations
• Help team members develop their skills, confidence and capability
• Support the onboarding and training of new starters
• Handle team challenges and conflict constructively
• Build an engaged, accountable and high-performing culture

Managing workflow and performance

• Monitor workloads and ensure work is allocated fairly
• Track individual and team performance against KPIs and SLAs
• Use reporting and operational data to identify risks or bottlenecks
• Ensure quality standards and customer outcomes are consistently achieved
• Escalate emerging issues and support effective resolution
• Work closely with senior leadership to maintain productivity and service delivery

Improving the operation

• Help embed new systems, processes and ways of working
• Identify opportunities to improve efficiency and customer experience
• Encourage feedback from colleagues and stakeholders
• Support operational change as the team and claims portfolio continue to grow
• Bring structure, organisation and momentum to a busy working environment

Supporting customers and claims

You’ll be joining a claims operation, but you don’t need to arrive with detailed insurance product knowledge. The business already has strong technical expertise internally and will provide structured training across its products, policies and claims processes.

You will, however, need to be comfortable working in a customer-focused environment where accuracy, fairness, compliance and clear communication matter.

What are we looking for?

Leadership experience is the priority.

We’d particularly like to speak with people who have:

• Proven experience coaching and developing colleagues
• Experience managing workflows, workloads and operational priorities
• Confidence monitoring KPIs, SLAs, quality and team performance
• Experience conducting one-to-ones and managing difficult conversationsStrong reporting, organisation and problem-solving skills
• The confidence to join an established team and quickly build credibility
• A proactive, driven and hands-on leadership style
• A genuine interest in learning a new industry and product area

You could currently work within:

• Insurance or claims
• Banking or lending
• A regulated customer service environment
• A contact centre or call centre
• Complaints, case management or customer operations

Insurance or claims experience would be advantageous, particularly within rent protection, legal expenses or another specialist product, but it is not essential.

Why consider it?

This position has initially been created to provide maternity cover, and the business needs someone who can join in time for a meaningful handover.

However, this isn’t being viewed as a short-term stopgap.

The claims operation is growing, the business is winning new work and the team structure is likely to evolve as different products and claim volumes expand. If the successful person performs well and is the right long-term fit, there is a genuine possibility of the role becoming permanent.

Initially, you’ll report to the Director of Operations before moving under the returning Operations Manager as the longer-term team structure develops.

It’s a strong opportunity for an established people leader who wants genuine ownership, visible impact and the chance to help shape a growing operation.