Our client is a growing insurance building and restoration business with a strong reputation across commercial, domestic and complex loss claims. Operating nationally, they continue to expand and are looking to appoint a Claims Team Leader to support the next phase of growth.
ABOUT THE ROLE
Based in Docklands, this role has been created following an internal promotion and will operate as the genuine second-in-command within the claims function. Reporting into the Claims Manager, you’ll lead a team of Claims Coordinators and offshore administration support, while remaining hands-on across escalations, workflow management and stakeholder communication. The team is busy and fast paced so this role requires someone who can bring structure, accountability and calm leadership.
This is a critical position within the business and would suit someone who enjoys improving team performance, building strong relationships internally and externally, and being visible and available to support a developing team.
RESPONSIBILITIES
- Lead and support the day-to-day operations of the claims team across local and offshore staff
- Monitor workflow, claim allocation and team productivity to ensure service standards and KPIs are achieved
- Provide hands-on support across escalated and complex claims matters
- Coach, mentor and develop team members through regular feedback, audits and performance discussions
- Improve claims processes, turnaround times and customer communication standards
- Build strong working relationships with insurers, loss adjusters, trades and internal operational teams
- Monitor customer service metrics including response times, phone performance and client notifications
- Support the Claims Manager with reporting, leadership and broader operational initiatives
- Attend industry and networking events to strengthen relationships and support business growth
- Drive accountability and structure within a high-volume environment while maintaining a positive team culture
- Previous experience leading or supervising a claims team within insurance building, restoration or a related industry
- Strong understanding of insurance claims processes and stakeholder management
- Strong relationship management and communication skills
- Confident managing KPIs, workflows and competing priorities
- A supportive but firm leadership style with the ability to hold a team accountable
- Experience working across commercial, domestic or major loss claims environments highly regarded
- Strong organisational skills and attention to detail
- Comfortable being hands-on while also driving team performance and process improvement
