Claims Team Leader (m/f/d*) in Birkenhead

Location: Birkenhead Head Office

Division: Operations

Reporting to: Claims Manager

As Claims Team Leader, you will lead and manage a team of Claims Handlers within a regulated insurance environment. You will be responsible for ensuring claims are handled fairly, efficiently and in full compliance with policy terms, FCA regulations and internal procedures, while fostering a supportive and inclusive team culture. This role combines operational oversight with people leadership, supporting continuous improvement, high service standards and the professional development of the team. You may also manage a small personal caseload as required.

Your Job

• Lead, support and manage a team of Claims Handlers on a day-to-day basis.
• Ensure claims are handled strictly in line with policy wordings, binding authorities, FCA regulations and company guidelines.
• Supervise workloads and performance to ensure timely and high-quality claim outcomes.
• Act as a role model for Treating Customers Fairly (TCF) principles, including the fair handling of complaints and support for vulnerable customers.
• Set clear expectations, goals and priorities for the team, delegating work effectively and managing deadlines.
• Provide regular feedback, coaching and development support through 1:1s and continuous performance conversations.
• Encourage collaboration and maintain a positive, inclusive and high-performing team environment.
• Review and maintain claims processes, ensuring they remain efficient, compliant and fit for purpose.
• Escalate claims and issues appropriately in line with authority levels.
• Produce accurate team and departmental management information in line with agreed deadlines.
• Maintain professional competence by complying with Training & Competency requirements at all times.
• Handle a small caseload of claims where required.
• Undertake any other duties as reasonably required.

Your Profile

• Experience leading and developing teams, ideally within an insurance or claims environment.
• Strong understanding of FCA regulations, including complaints handling and supporting vulnerable customers.
• Proven commitment to delivering fair, customer-focused outcomes and excellent service standards.
• Confident and inclusive people leader, able to motivate others and support their development.
• Comfortable managing performance and holding constructive, sometimes challenging, conversations.
• Organised and proactive, with the ability to manage workloads, priorities and deadlines effectively.
• Calm and resilient, able to respond effectively to complex or pressured situations.
• Strong investigation, problem-solving and decision-making skills, with close attention to detail.
• Professional, clear and empathetic communicator, able to engage with stakeholders at all levels.
• Familiarity with insurance claims systems and processes, with exposure to construction, property or latent defects claims being an advantage.
• Confident using IT systems, including Microsoft Office applications.

About us

HSB (UK and Ireland) is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services, and engineering-based risk management activities in the UK and Ireland.

Diversity, Equity & Inclusion

At HSB, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed. All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process.

Benefits

• 25 days Annual Leave + Bank Holidays + Well-being days
• Up to 13% Pension contribution
• Eligibility for an Annual Bonus
• Private Medical
• Life Assurance
• Wellbeing and Development Scheme + EAP
• Study & continuing Professional Development Support
• Hybrid Working