Are you looking for a new career with a fast-growing, dynamic company? Well look no further! We have a fantastic opportunity for a Team Leader to join our talented Claims Customer team in Haywards Heath, West Sussex.

The successful Team Leader will be an excellent problem solver who can bring continuous improvement and solution ideas to the department. You’ll provide leadership and motivational direction, ensuring that procedures are being followed, ensuring the team are proactively handling non-fault claims with a focus on sending claims allegations to fault third party insurers, requesting reimbursements of costs and instructing solicitors for litigation, within the FCA regulations, and legislative and policy guidelines.

We’re looking for someone who’ll create an atmosphere of professionalism and behaviours attributed to the company values amongst colleagues.

Job responsibilities

• Monitor team performance to ensure they’re following company policies and procedures at all times and are compliant with FCA regulations and Treating Customers Fairly (TCF) principles
• Set targets for the team, providing coaching and mentoring to achieve KPIs and behaviour targets
• Conduct regular performance reviews, including probationary reviews and annual appraisals
• Deal with all employee issues, including monitoring absence, supporting the disciplinary process and resolving employee issues with support from the Claims Operations Managers and HR
• Assist in the recruitment process with interviewing and training of new recruits and re-training of current employees
• Support the Resource Planning team with employee shifts and working patterns to ensure optimal staffing levels
• Provide team with feedback on company performance and ensure they’re kept up to date with all changes in products, pricing and underwriting changes
• Support team members in dealing with customer objections, resolving and logging complaints appropriately to avoid complaints escalation
• Actively manage all costs within the team, both operational and claims indemnity driven on a pragmatic and commercial basis
• Ensure that all claims files are reserved accurately and promptly within our reserving philosophy

Skills, knowledge & experience

• Solid understanding of all aspects of motor claims handling
• Excellent knowledge of FCA requirements including TCF and the regulatory framework relating to claims
• Proven experience of business objectives and operations delivery
• Demonstratable skills in achieving KPIs and SLAs within a regulated environment
• Strong leadership and management skills with the ability to motivate employees in a high pressured environment
• Experience of claims reporting management of Average Cost Per Claim (ACPC) and auditing claims files
• Excellent communication skills, both verbal and written
• Customer focused
• Self-motivated and enthusiastic
• Strives to deliver performance targets and drive business improvements to contribute to the success of the business

What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

​So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.