Team Manager – Major Complex Loss

Overview

In this role you lead a busy claims team, ensuring excellent customer service, strong technical standards and consistent SLA delivery. You coach, develop and manage performance while driving process improvements and maintaining a calm, accountable work environment. You’ll collaborate with cross-functional partners to keep the team focused on targets and compliant with regulatory and company standards. This is an impact role that shapes day-to-day operations and team capability.

Pay / Benefits

• pension: 5% employee and 5% employer
• 25 days holiday (27 after 10 years)
• flexible working
• life assurance: x4
• Cycle to Work
• EAP 24/7 confidential help

Responsibilities

• Manage SLAs and telephony targets, monitor daily performance and generate reports to identify trends and improvements
• Coach and develop team members, conduct monthly 1:1s and support PDRs
• Set up and manage daily team operations, rotas and attendance controls (Bradford factor)
• Ensure compliance with Delegated Authority Agreements, Treating Customers Fairly, and company/industry procedures
• Promote high quality standards and provide coaching on ad hoc technical queries
• Onboard new starters and ensure probation requirements are met
• Drive backlog reduction to meet SLA goals and maintain documentation
• Communicate targets clearly and ensure team understanding of daily/weekly/monthly objectives
• Implement attendance and performance improvement plans as needed
• Support recruitment, IT issue escalation, and timely production of meetings and MI reports
• Contribute to process improvements, cost controls and efficient aging debt management
• Assist with chasers for adjusters and escalation handling of complaints and IT issues

Key requirements

• Previous experience leading or managing a team in claims, insurance, or customer service
• Strong understanding of claims operations, service standards and SLAs
• Experience coaching and developing colleagues and managing performance conversations
• Strong organizational skills and ability to prioritise, manage rotas and adapt to changing demands
• Proficiency in delivering daily/weekly reporting and maintaining documentation
• Experience onboarding new starters and driving adherence to policies

• approachable and supportive
• assertive and accountable
• clear communicator (verbal and written)
• understanding of SLAs and telephony performance metrics
• ability to coach on technical referrals and QA
• ability to produce MI reports and track performance

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