Claims Team Leader

The Role

An established insurance business is seeking an experienced Claims Team Leader to oversee the day-to-day operation of the claims function, ensuring timely, accurate, and compliant claims handling in line with company SLAs and regulatory requirements.

This role will involve leading and supporting a claims team, managing performance and quality standards, while also handling a personal caseload of claims and acting as a key referral point within the team.

Key Responsibilities

• Supervise and support the claims team in daily claims handling activities.
• Ensure claims are processed accurately, efficiently, and in line with regulatory guidelines and company SLAs.
• Review complex and disputed claims, liaising with the Claims Manager and Broking Technician where required.
• Monitor team performance, productivity, and quality through monthly audits, file checks, and call listening.
• Assist the Claims Manager with customer complaints, supporting investigation and resolution.
• Train, coach, and mentor claims staff to improve performance and service standards.
• Ensure adherence to internal policies, procedures, and insurance regulations.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Manage a personal caseload of claims, including FNOL and oversight through to settlement.
• Hold weekly team meetings and ensure agreed actions are completed.
• Identify service issues with insurers and external providers, including Loss Adjusters.
• Identify potential risk management leads and other business solutions for referral to partner teams.
• Review monthly claims reports, identifying trends and areas of concern.

About You

• Strong knowledge of commercial insurance policies and claims procedures, with 2+ years' experience.
• Previous experience in a claims leadership or supervisory role.
• Confident decision-maker with strong analytical skills.
• Excellent communication and customer service skills.
• High attention to detail with strong problem-solving ability.
• Able to handle sensitive situations and perform effectively under pressure.
• Capable of working on own initiative and managing workload effectively.
• Competent using insurer systems and Microsoft Office (Word, Excel, Outlook, Teams).

What's on Offer

• Opportunity to lead and develop a claims team
• Exposure to complex commercial claims
• Supportive management structure
• Long-term career development within a growing business