At a Glance
- Tasks: Lead and coach a team to deliver exceptional customer experiences in motor claims.
- Company: Dynamic insurance company focused on innovation and customer satisfaction.
- Benefits: Generous health insurance, retirement plan, competitive PTO, and work-from-anywhere flexibility.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by leading a team and enhancing customer experiences.
- Qualifications: Experience in customer service or claims, strong leadership, and communication skills.
The predicted salary is between 35000 - 45000 £ per year.
We’re looking for an experienced and motivated Customer Experience Team Leader to oversee a team of specialists responsible for new motor claim intake, existing claim inquiries, and administrative claim support. This role is ideal for someone who thrives in a fast-paced environment, enjoys coaching others, and takes pride in creating a positive, efficient, and customer-focused experience.
As a Team Leader, you’ll serve as both a player and coach, supporting daily operations, assisting with escalations, and ensuring quality, accuracy, and timeliness across all customer and administrative touch points. You’ll collaborate closely with claims leadership to identify process improvements, monitor performance metrics, and foster a culture of accountability and service excellence.
What you'll do
- Lead and coach a team of Customer Experience Specialists to ensure consistent performance, accuracy, and customer satisfaction.
- Oversee daily task queues and call volumes, ensuring service-level goals and deadlines are met.
- Serve as a point of contact for complex or escalated customer and claim inquiries.
- Review customer interactions, documentation, and correspondence for completeness and quality.
- Partner with claims adjusters and other departments to resolve issues and streamline handoffs.
- Monitor team productivity, quality metrics, and attendance; provide feedback and developmental coaching.
- Support new team member training, onboarding, and ongoing process education.
- Identify opportunities to improve workflows, tools, and overall customer experience.
- Assist in scheduling, capacity planning, and day-to-day operational management.
Qualifications
- Proven track-record leading or supporting others in an insurance customer service, contact center, or claims environment.
- Strong knowledge of motor claim intake processes and administrative workflows within an insurance or compliance organization.
- Proven ability to lead, motivate, and develop team members in a performance-driven setting.
- Excellent communication, problem-solving, and decision-making skills.
- High attention to detail with a focus on accuracy, efficiency, and service quality.
- Proficiency with Google Workspace (Docs, Sheets) and comfort working with multiple systems or claim management platforms.
Benefits
- Generous health-insurance package with nationwide coverage, vision, & dental.
- Retirement plan with employer matching.
- Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
- Generous family leave policy after 8 months of continuous work.
- Work from anywhere to facilitate your work life balance.
- Apple laptop, large second monitor, and other quality-of-life equipment you may want.
At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!
Motor FNOL Team Leader, UK employer: Reserv
At Reserv, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As a Motor FNOL Team Leader, you will benefit from a generous health-insurance package, a competitive PTO policy, and the flexibility to work from anywhere, ensuring a healthy work-life balance. We are committed to your professional growth, offering opportunities for coaching and development while encouraging diverse perspectives that drive innovation and success.
StudySmarter Expert Advice🤫
We think this is how you could land Motor FNOL Team Leader, UK
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry, especially those who might know about the Motor FNOL Team Leader role. A friendly chat can lead to insider info or even a referral, which can give you a leg up.
✨Tip Number 2
Prepare for the interview by practising common questions related to team leadership and customer experience. Think about your past experiences and how they align with the job description. We want you to shine when it’s your turn to talk!
✨Tip Number 3
Showcase your coaching skills! During interviews, share specific examples of how you've led teams to success. Highlight your ability to motivate others and improve processes, as this is key for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Motor FNOL Team Leader, UK
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and team leadership. We want to see how your skills align with the role of a Motor FNOL Team Leader!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve led teams or improved processes in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We value diversity and want to get a sense of who you are beyond your professional experience. A bit of your unique flair can go a long way!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to review your application and get you into the process quickly!
How to prepare for a job interview at Reserv
✨Know Your Stuff
Make sure you brush up on motor claim intake processes and administrative workflows. Being able to discuss these topics confidently will show that you’re not just a good fit for the role, but that you also understand the ins and outs of the industry.
✨Showcase Your Leadership Skills
Prepare examples of how you've led or supported teams in the past. Think about specific situations where you motivated team members or improved performance. This will help demonstrate your ability to coach and develop others, which is key for this role.
✨Be Ready for Scenarios
Expect to be asked about handling complex customer inquiries or escalations. Prepare some scenarios from your previous experience where you successfully resolved issues. This will highlight your problem-solving skills and ability to maintain customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, performance metrics, or opportunities for process improvements. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
