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- Tasks: Lead a dynamic team to support customers through their claims journey.
- Company: HomeServe, a trusted name in home services for over 30 years.
- Benefits: 22 days holiday, health support, free policy for your home, and discounts.
- Why this job: Make a real difference by helping customers while developing your leadership skills.
- Qualifications: Experience in customer service management and strong leadership abilities.
- Other info: Enjoy a hybrid work model and a fun, inclusive culture.
The predicted salary is between 36000 - 60000 £ per year.
Operations Support Team Manager – Claims Department
About The Role
We are looking for a n experienced and effective Team Manager to lead our Operations Support Team at HomeServe’s Preston Claims Office. This team plays a vital role in assisting customers throughout their claims journey from initial contact to resolution.
As Team Manager, you will be responsible for leading a group of Agents , ensuring they deliver excellent service, stay motivated, and meet performance goals. You will also manage day-to-day operations, support your team’s development, and help resolve more complex customer issues.
Working Hours (3-week rota) to include
- Departmental hours (40 hour week)
- One weekend in three
- Bank holidays are part of the rota
- Hybrid approach to work from home and in office
Department Hours:
- Monday to Friday: 08:00 – 19:00
- Saturday & Sunday: 09:00 – 17:30
What You Will Be Doing
- Lead and support your team to deliver great customer outcomes
- Hold regular one-to-ones and team meetings
- Drive team performance while promoting positive behaviours and wellbeing
- Track and report on team performance
- R esolve customer claims and follow-up actions
- Ensure compliance with company policies and data protection
- Support training and development across the team
- Promote continuous improvement and innovation of team operations
About You
To be successful in this role you will need to have the following knowledge, skills and attributes:
- Experience of managing a team in a customer service environment
Strong leadership, coaching and people development skills
Ability to manage workload , drive performance and meet deadlines
Experience in a financially regulated business
- Understanding of customer protection regulations, including Consumer Duty and how to support vulnerable customers
- People management t: coaching, feedback, performance, conduct, conflict resolution
- Communication: clear speaking, team briefings, influencing, emotional intelligence , stakeholder management
- Organisation: planning, prioritising, using data to improve service and innovation
- Service delivery: supporting change, managing projects, working with other teams
- Systems: ability to use a variety of CRM, HR databases and telephony systems , Microsoft Office, AI
- Processes: complaints handling, team management frameworks, service procedures
- Product knowledge: understanding of HomeServe’s products, services, and customer needs
About Us
What HomeServe Offers
- 22 days’ holiday (rising to 25), plus the option to buy more
2 paid volunteer days each year
Free HomeServe policy for your home
Free parking and good public transport links
Health and wellbeing support including virtual GP and counselling
Cycle to Work Scheme
Free toast and drinks in the office
- Discounts on tech, shopping, and more
HomeServe has been helping homeowners for over 30 years. We provide cover, repairs, and installations for plumbing, heating, electrics, and more. Our goal is to make life easier for our customers by offering fast, safe, and caring service.
Here at HomeServe, we work hard to build an inclusive, supportive, fun and collaborative culture that empowers all our People to do the right thing.
Whether you work on the frontline, talking to Customers on the phone or in their homes or you work in our Support Functions, we focus on putting Customers\’ needs at the heart of everything we do.
Next Steps
If your application is shortlisted , we expect interviews to take place from November 2025 and the start date will be negotiated.
Fulwood Park, Caxton Rd, Fulwood, Preston, UK
Get directions to this location on Google Maps.
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Operations Support Team Manager - Claims Department employer: HomeServe UK
Contact Detail:
HomeServe UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Support Team Manager - Claims Department
✨Tip Number 1
Get to know the company inside out! Research HomeServe’s values, mission, and recent news. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to team management and customer service. Role-play with a friend or use our resources to boost your confidence and refine your answers.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can significantly increase your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Operations Support Team Manager - Claims Department
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Operations Support Team Manager role. Highlight your experience in managing teams and delivering excellent customer service, as this is what we’re really looking for!
Show Off Your Leadership Skills: We want to see how you’ve led teams in the past. Share specific examples of how you’ve motivated your team, driven performance, and resolved complex issues. This will help us understand your leadership style and how you can fit into our culture.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while showcasing your skills and experiences.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at HomeServe UK
✨Know Your Stuff
Before the interview, make sure you understand HomeServe’s products and services inside out. Familiarise yourself with their claims process and customer service standards. This will not only show your interest but also help you answer questions more confidently.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in managing teams, especially in a customer service environment. Prepare examples of how you've motivated your team, handled conflicts, and driven performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Communication and Emotional Intelligence
Since this role involves leading a team and resolving customer issues, highlight your communication skills. Share instances where you've effectively communicated with stakeholders or resolved conflicts. Demonstrating emotional intelligence can set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of scenarios related to customer claims and how you would handle them. Practising these responses will help you feel more prepared and less anxious during the interview.
