Claims Team Leader

Tesco Bank•Newcastle, NE

7d•Hybrid

About The Position

At Tesco Insurance, our Claims team does more than handle claims – we help customers through some of life’s most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise. We’re proud of our NPS and customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we’re building a team that listens, learns, and leads with kindness. Here, your ideas matter, your growth is supported, and your work makes a real difference – especially when customers need us most. This is an exciting opportunity for an experienced Claims Team Leader to join our Customer Settlement Team at Tesco Insurance and Money Services. We’re recruiting a motivated, organised individual who will lead and manage a team of Claims Handlers to ensure the proactive and cost-effective management and resolution of all claims and liabilities, whilst ensuring the delivery of exceptional customer service.

Requirements

Experience of working in a Motor Claims and Insurance industry is essential.
Knowledge and understanding of the principles of Insurance, including indemnity and subrogation.
Sound understanding of vehicle damage claims, including liability and knowledge of key case law, industry protocols, and The Road Traffic Act.
Previous experience of working in a regulated environment, knowledge of governance and compliance requirements, particularly in respect of the Financial Conduct Authority is desirable.
Proven experience of managing and motivating staff, including recruitment, managing talent and under performance, absence management, discipline and grievance.
Ability to lead and manage a team to ensure all claims are managed in the correct technical manner; in accordance with policy cover, legal liability, and departmental, fraud, ABI and FCA Guidelines, and that workflow is maintained to meet business objectives. This includes collaborating with wide range of stakeholders, for example Motor Underwriting team, Motor product team, fraud and intelligence.
Ability to coach and develop staff; contribute to succession planning activities.
Demonstrable, effective communication skills; oral, written and presentation skills.
Proven influencing and negotiation skills; ability to exercise sound judgement and make decisions.
Results focused with a proven track record of delivery; able to demonstrate tenacity and resilience and work well under pressure.
Ability to work in multiple systems simultaneously and good skills on MS Excel, PowerPoint and Word.

Responsibilities

Leading and managing the team to ensure all claims are managed in the correct technical manner, in accordance with policy cover, legal liability, and departmental, fraud, ABI and FCA Guidelines, and that workflow is maintained to meet business objectives.
Managing, developing and motivating your team to ensure the needs of the individual and business are met, including recruitment and selection, performance management, including regular 1:1 meetings, coaching and development and grievance and disciplinary handling.
Maintaining your own and your teams’ technical knowledge to ensure the delivery of excellent customer service and a fair settlement of the claim is achieved for both the customer and Tesco Insurance.
Providing job related support to team members, to ensure compliance with company standards, procedures and systems.
Conducting regular quality management audits and provide individual feedback taking corrective action where appropriate.
Managing escalated customer complaints/queries proactively; identify and agree resolutions that meet the needs of the customer and Tesco Insurance.
Producing accurate and timely reports in accordance with organisation requirements.
Identifying trends, risks and areas of continuous improvement and work with colleagues/peers to explore how these might, if appropriate, be developed and embedded in Tesco Insurance.
Complying with PRA and Data Protection Act Protocols and rules.