Claims Team Leader

Overview

Serving our customers, communities, and planet a little better every day.

Claims Team Leader | Third Party Settlement

Salary: Starting Salary £33,040 + benefits, DOE
Location: Newcastle.

Office Attendance: Our roles are hybrid; however, you should be able to travel to the Newcastle office 2 days per week for this position. Shift: Monday to Friday 09:00 – 17:00, 36 hours FT. Closing Date: 12th February 2026 at 5pm.

At Tesco Insurance, our Claims team does more than handle claims – we help customers through some of life’s most difficult and vulnerable moments. We’re proud of our NPS and customer satisfaction scores, and we’re building a team that listens, learns, and leads with kindness. Here, your ideas matter, your growth is supported, and your work makes a real difference, especially when customers need us most.

Opportunity

This is an exciting opportunity for an experienced Claims Team Leader to join our Third Party Settlement Team. You’ll lead and manage a team of Claims Handlers to ensure the proactive and cost-effective management and resolution of all claims and liabilities whilst ensuring the delivery of exceptional customer service.

The Role

• Leading and managing the team to ensure all claims are managed in the correct technical manner, in accordance with policy cover, legal liability, and departmental, fraud, ABI and FCA Guidelines, and that workflow is maintained in order to meet business objectives.
• Managing and motivating your team to ensure the needs of the individual and business are met, including recruitment and selection, performance management, including regular 1:1 meetings, coaching and development and grievance and disciplinary handling.
• Maintaining your own and your teams’ technical knowledge to ensure the delivery of excellent customer service and a fair settlement of the claim is achieved for both the customer and Tesco Insurance.
• Providing job related support to team members, to ensure compliance with company standards, procedures and systems.
• Conducting regular quality management audits and provide individual feedback taking corrective action where appropriate.
• Managing escalated customer complaints/queries proactively; identify and agree resolutions that meet the needs of the customer and Tesco Insurance.
• Producing accurate and timely reports in accordance with organisation requirements.
• Identifying trends, risks and areas of continuous improvement and work with colleagues/peers to explore how these might, if appropriate, be developed and embedded in Tesco Insurance.
• Complying with PRA and Data Protection Act Protocols and rules.

We need you to have

• Extensive knowledge of working in Claims ideally, including in-depth knowledge and understanding of the principles of Insurance, including indemnity and subrogation is desirable although not essential.
• Knowledge of Credit Hire claims handling is desirable.
• Knowledge of the insurance industry is desirable.
• Previous experience of working in a regulated environment, knowledge of governance and compliance requirements, in particular in respect of the Financial Conduct Authority is desirable.
• Proven experience of managing and motivating staff, including recruitment, managing talent and under performance, absence management, discipline and grievance.
• Ability to coach and develop staff; contribute and succession planning activities.
• Demonstrating effective communication skills; oral written and presentation skills.
• Proven influencing and negotiation skills; ability to exercise sound judgement and make decisions.
• Results focused with a proven track record of delivery; able to demonstrate tenacity and resilience and work well under pressure.
• Ability to work in multiple systems simultaneously and good skills on MS Excel, PowerPoint and Word.

What’s in it for you?

• Prepare for your retirement with our colleague pension scheme.
• Virtual GP Service for you and your family 365 days a year.
• Performance related annual bonus.
• Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Benefit from our Colleague Clubcard, enjoy a 10% discount that increases to 15% every payday. A second card is provided to share with someone else.
• Family-oriented initiatives, including enhanced maternity leave pay, a shared parental leave policy, and 8 weeks of paid paternity leave.
• Ongoing learning opportunities and award-winning training to help you achieve your job and career goals.
• Take part in Buy as you Earn and Save as you Earn share schemes.

Everyone’s welcome

We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

Interviews

Interviews are expected to be held from February 2026.