Claims Team Leader - Customer Settlement (Motor)
12 Month Fixed-Term Contract
Location: Longbenton
Salary: £33,040 - £41,300 DOE + Benefits
Hours: Monday to Friday, 09:00 - 17:00 - 36 Hours Per Week - Hybrid after 6 month initial period (2 days in the office per week)
Outsource UK is recruiting on behalf of a leading insurance organisation for an experienced Claims Team Leader to join their Customer Settlement team on a 12-month fixed-term contract.
You will be responsible for leading and developing a team of Claims Handlers, ensuring claims are managed effectively, fairly, and in line with regulatory and business requirements.
Key responsibilities include:
- Leading and managing a team to ensure claims are handled in line with policy cover, legal liability, regulatory requirements, and industry best practice.
- Driving team performance to achieve operational, financial, and customer service objectives.
- Coaching, mentoring, and developing team members through regular one-to-ones, performance reviews, and development plans.
- Managing recruitment, performance management, absence management, disciplinary, and grievance processes.
- Maintaining strong technical knowledge across the team to ensure fair and accurate claim settlements.
- Providing guidance and support to team members on technical claim queries and escalations.
- Conducting quality audits and providing constructive feedback to improve performance and customer outcomes.
- Managing escalated complaints and customer queries, identifying effective and fair resolutions.
- Producing accurate management information and performance reports.
- Identifying trends, risks, and opportunities for continuous improvement.
- Working collaboratively with a range of internal stakeholders including underwriting, fraud, intelligence, and product teams.
- Ensuring compliance with all relevant regulatory, governance, and data protection requirements.
Essential Experience:
- Previous experience within the motor insurance claims sector.
- Strong understanding of insurance principles, including indemnity and subrogation.
- Sound knowledge of vehicle damage claims, liability, relevant case law, industry protocols, and the Road Traffic Act.
- Proven experience leading, motivating, and developing teams within a claims environment.
- Experience managing employee performance, recruitment, talent development, absence, disciplinary, and grievance matters.
- Ability to balance customer outcomes, commercial considerations, and regulatory requirements.
- Excellent communication, coaching, influencing, and negotiation skills.
- Strong decision-making abilities and sound judgement.
- A results-driven approach with the resilience to perform in a fast-paced environment.
- Proficiency in Microsoft Excel, PowerPoint, and Word, with the ability to work across multiple systems simultaneously.
If you're an experienced Claims Team Leader with a strong motor insurance background and a passion for developing people while delivering outstanding customer outcomes, we'd love to hear from you.
Claims Team Leader (Motor) employer: Sanderson
At Sanderson, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Belfast. Our commitment to employee growth is evident through tailored development programmes and opportunities for advancement, ensuring that our team members thrive in their careers while enjoying competitive rewards and a strong focus on health and safety compliance. Join us to take ownership of impactful projects and be part of a supportive environment that values your contributions.
