Claims Team Lead

Here at esure Group, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

Coordinate and manage the Motor Direct Claimant (DC) area, leading all aspects of daily operations while guiding the team to achievements and ensuring outstanding customer service. Focus is on ensuring esure deliver the best in class service for all third party customers we service directly and includes the initial capture of TP claimants where our customer is at fault for the accident.

What you’ll do:

• Lead and motivate Direct Claimant team to deliver strong performance and meet OKRs.
• Use Peakon feedback to build a skilled, engaged team focused on best outcomes.
• Collaborate with leaders to implement strategy and improve third-party indemnity results.
• Improve outbound speed to Third Parties to maximise claim capture rates.
• Motivate leaders to meet capture targets on full and partial fault claims.
• Optimise third-party capture and increase claims managed within the internal network.
• Focus on fraud detection to protect the business and support genuine claimants.
• Enhance customer journeys and remove process pain points for improved experiences.
• Balance customer experience with claims cost using NPS scores and feedback.
• Drive automation and efficiency for low-cost, high-performance claims handling.
• Ensure regulatory compliance, risk control, and encourage others through industry standard methodologies.

What we’d love you to bring:

• Strong people leadership skills, ideally from a contact centre environment.
• In-depth knowledge of end-to-end motor claims, especially third-party damage.
• Clear market insight on technical and legislative changes affecting TPD and Credit Hire.
• Excellent time management and delegation to achieve esure’s business objectives.
• Technologically competent, highly numerate, and strong in verbal and written communication.
• Confident in negotiation, influencing, and conflict resolution across all organisational levels.
• Champion of change, effectively guiding others through transformational journeys.
• Proven track record of leading teams successfully through change.
• Detail-focused, agile, and organised in delivering business goals and adapting to change.
• Delivers outstanding customer service through continuous process improvement.
• Strong regulatory knowledge to ensure full compliance within the claims function.

What’s in it for you?

• Competitive salary that reflects your skills, experience and potential.
• Discretionary bonus scheme that recognises your hard work and contributions to esure’s success.
• 25 days annual leave, plus 8 flexible days and the ability to buy and sell further holiday.
• Our flexible benefits platform is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.
• Company funded private medical insurance for qualifying colleagues.
• Fantastic discounts on our insurance products! 50% off for yourself and spouse/partner and 10% off for direct family members.
• We’ll elevate your career with hands-on training, mentoring, access to our exclusive academies, regular career conversations, and expert partner resources.
• Driving good in the world couldn’t be more important to us. Our colleagues can use 2 volunteering days per year to support their local communities.
• Join our internal networks and communities to connect, learn, and share ideas with likeminded colleagues.
• We’re a proud supporter of the ABI’s ‘Make Flexible Work’ campaign and welcome you to ask about the flexibility you need. Our hybrid working approach also puts you in the driving seat of how and where you do your best work.
• And much more; See a full overview of our benefits here Reward and benefits | Esure Group PLC.

We are committed to creating an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We celebrate individuality and create spaces where unique backgrounds and experiences can come together. We believe that diverse perspectives drive innovation, in turn enabling us to better serve our customers, community and build a stronger organisation. Our commitment to inclusion extends to every part of our business, from hiring practices to professional growth opportunities, ensuring equal access and support for all.