Location: Birkenhead Head Office
Division: Operations
Reporting to: Claims Manager
As Claims Team Leader, you will lead and manage a team of Claims Handlers within a regulated insurance environment. You will be responsible for ensuring claims are handled fairly, efficiently and in full compliance with policy terms, FCA regulations and internal procedures, while fostering a supportive and inclusive team culture.
This role combines operational oversight with people leadership, supporting continuous improvement, high service standards and the professional development of the team. You may also manage a small personal caseload as required.
Responsibilities
- Lead, support and manage a team of Claims Handlers on a day‑to‑day basis.
- Ensure claims are handled strictly in line with policy wordings, binding authorities, FCA regulations and company guidelines.
- Supervise workloads and performance to ensure timely and high‑quality claim outcomes.
- Act as a role model for Treating Customers Fairly (TCF) principles, including the fair handling of complaints and support for vulnerable customers.
- Set clear expectations, goals and priorities for the team, delegating work effectively and managing deadlines.
- Provide regular feedback, coaching and development support through 1:1s and continuous performance conversations.
- Encourage collaboration and maintain a positive, inclusive and high‑performing team environment.
- Review and maintain claims processes, ensuring they remain efficient, compliant and fit for purpose.
- Escalate claims and issues appropriately in line with authority levels.
- Produce accurate team and departmental management information in line with agreed deadlines.
- Maintain professional competence by complying with Training & Competency requirements at all times.
- Handle a small caseload of claims where required.
- Undertake any other duties as reasonably required.
Qualifications
- Experience leading and developing teams, ideally within an insurance or claims environment.
- Strong understanding of FCA regulations, including complaints handling and supporting vulnerable customers.
- Proven commitment to delivering fair, customer‑focused outcomes and excellent service standards.
- Confident and inclusive people leader, able to motivate others and support their development.
- Comfortable managing performance and holding constructive, sometimes challenging, conversations.
- Organised and proactive, with the ability to manage workloads, priorities and deadlines effectively.
- Calm and resilient, able to respond effectively to complex or pressured situations.
- Strong investigation, problem‑solving and decision‑making skills, with close attention to detail.
- Professional, clear and empathetic communicator, able to engage with stakeholders at all levels.
- Familiarity with insurance claims systems and processes, with exposure to construction, property or latent defects claims being an advantage.
- Confident using IT systems, including Microsoft Office applications.
Benefits
- 25 days Annual Leave + Bank Holidays + Well‑being days
- Up to 13% Pension contribution
- Eligibility for an Annual Bonus
- Private Medical
- Life Assurance
- Wellbeing and Development Scheme + EAP
- Study & continuing Professional Development Support
- Hybrid Working
All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.
#J-18808-Ljbffr”, “datePosted”: “2026-04-22”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Premier Guarantee”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__409715816__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=411” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Birkenhead” } } }Location: Birkenhead Head Office
Division: Operations
Reporting to: Claims Manager
As Claims Team Leader, you will lead and manage a team of Claims Handlers within a regulated insurance environment. You will be responsible for ensuring claims are handled fairly, efficiently and in full compliance with policy terms, FCA regulations and internal procedures, while fostering a supportive and inclusive team culture.
This role combines operational oversight with people leadership, supporting continuous improvement, high service standards and the professional development of the team. You may also manage a small personal caseload as required.
Responsibilities
- Lead, support and manage a team of Claims Handlers on a day‑to‑day basis.
- Ensure claims are handled strictly in line with policy wordings, binding authorities, FCA regulations and company guidelines.
- Supervise workloads and performance to ensure timely and high‑quality claim outcomes.
- Act as a role model for Treating Customers Fairly (TCF) principles, including the fair handling of complaints and support for vulnerable customers.
- Set clear expectations, goals and priorities for the team, delegating work effectively and managing deadlines.
- Provide regular feedback, coaching and development support through 1:1s and continuous performance conversations.
- Encourage collaboration and maintain a positive, inclusive and high‑performing team environment.
- Review and maintain claims processes, ensuring they remain efficient, compliant and fit for purpose.
- Escalate claims and issues appropriately in line with authority levels.
- Produce accurate team and departmental management information in line with agreed deadlines.
- Maintain professional competence by complying with Training & Competency requirements at all times.
- Handle a small caseload of claims where required.
- Undertake any other duties as reasonably required.
Qualifications
- Experience leading and developing teams, ideally within an insurance or claims environment.
- Strong understanding of FCA regulations, including complaints handling and supporting vulnerable customers.
- Proven commitment to delivering fair, customer‑focused outcomes and excellent service standards.
- Confident and inclusive people leader, able to motivate others and support their development.
- Comfortable managing performance and holding constructive, sometimes challenging, conversations.
- Organised and proactive, with the ability to manage workloads, priorities and deadlines effectively.
- Calm and resilient, able to respond effectively to complex or pressured situations.
- Strong investigation, problem‑solving and decision‑making skills, with close attention to detail.
- Professional, clear and empathetic communicator, able to engage with stakeholders at all levels.
- Familiarity with insurance claims systems and processes, with exposure to construction, property or latent defects claims being an advantage.
- Confident using IT systems, including Microsoft Office applications.
Benefits
- 25 days Annual Leave + Bank Holidays + Well‑being days
- Up to 13% Pension contribution
- Eligibility for an Annual Bonus
- Private Medical
- Life Assurance
- Wellbeing and Development Scheme + EAP
- Study & continuing Professional Development Support
- Hybrid Working
All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.
#J-18808-Ljbffr…