Claims Team Leader

Uplift Recruitment; Sydney; On-site; AUD 110,000 - 140,000; Full time

Job summary

Uplift Recruitment in Sydney is seeking an experienced Claims Manager / Team Leader to guide a seven-strong team of Claims Agents within an established insurance claims function. This role emphasizes empowerment, accountability and development.

You’ll lead coaching, performance conversations, and collaborative problem solving, working with the broader claims leadership team in a supportive, compliance-focused environment.

Qualifications

• 2–3 years of claims experience and 2–3 years of people leadership experience.
• Experience leading and developing a team.
• Comfortable in an administrative and compliance-focused environment.
• Experience in regulated or customer-focused environments is a plus.

Responsibilities

• Leading, coaching and developing a team of seven Claims Agents.
• Building relationships and trust across the team.
• Running effective team huddles and maintaining clear communication.
• Conducting coaching and performance conversations.
• Listening to calls and providing constructive feedback.
• Supporting team members through challenging customer conversations.
• Managing performance and addressing issues, while maintaining accountability.
• Supporting change initiatives and collaboration with the broader claims leadership team.

Skills

Leadership

Coaching

Communication

Empathy

Change management

Team building

Job description

An exciting opportunity is available for an experienced Claims Manager / Team Leader to lead a team of seven Claims Agents within an established insurance claims function.

You’ll be joining an experienced and engaged team with strong tenure, so this isn’t a role where you’ll be expected to come in and overhaul the team. Instead, you’ll have the opportunity to build on an already strong foundation and help people continue to perform and develop.

About the Opportunity

An exciting opportunity is available for an experienced Claims Manager / Team Leader to lead a team of seven Claims Agents within an established insurance claims function.

You’ll be joining an experienced and engaged team with strong tenure, so this isn’t a role where you’ll be expected to come in and overhaul the team. Instead, you’ll have the opportunity to build on an already strong foundation and help people continue to perform and develop.

About the Role

As Claims Manager / Team Leader, you’ll lead a team of seven Claims Agents and be responsible for creating an environment where people feel supported, accountable and motivated to perform.

Your day-to-day responsibilities will include:

• Leading, coaching and developing a team of seven Claims Agents
• Building strong relationships and trust across the team
• Running effective team huddles and maintaining clear communication
• Conducting regular coaching and performance conversations
• Listening to calls and providing constructive, meaningful feedback
• Supporting team members through difficult or sensitive customer conversations
• Managing performance and addressing issues appropriately
• Encouraging accountability while maintaining a supportive team environment
• Supporting change initiatives and helping the team adapt to new ways of working
• Reviewing and accepting claims at a higher level
• Assisting with escalated complaints and complex matters
• Supporting compliance and administrative requirements
• Working closely with the broader claims leadership team

The role is primarily focused on leading and supporting the team, rather than personally managing a high volume of claims.

What We’re Looking For

The organisation is open-minded about where your experience comes from.

You may come from:

• Life insurance
• General insurance
• Workers' compensation
• CTP
• Claims management
• Customer service environments involving sensitive or difficult conversations
• Other highly regulated or customer-focused environments

Ideally, you’ll bring around 2–3 years of claims experience and 2–3 years of people leadership experience, but candidates outside this profile will also be considered where there is strong leadership capability.

You’ll be someone who:

• Has demonstrated experience leading and developing a team
• Builds rapport and trust quickly
• Is confident providing feedback and managing performance
• Communicates openly and transparently
• Is empathetic and emotionally resilient
• Can support people through challenging customer interactions
• Is adaptable and comfortable with change
• Can work effectively within an established team
• Takes a practical and collaborative approach to leadership
• Is comfortable working in a highly administrative and compliance-focused environment

Most importantly, you’ll be a genuine people leader who enjoys helping others perform at their best.

Why Join?

This is an opportunity to join an established team with strong tenure and play an important role in supporting people who are dealing with some of the most sensitive customer situations.

You’ll have the opportunity to:

• Lead an experienced team of seven
• Make a genuine impact through coaching and development
• Work within a collaborative broader claims leadership team
• Develop your leadership capability further
• Work within a supportive and people-focused environment
• Play a key role in helping a team navigate ongoing change

If you’re a strong people leader who enjoys coaching, developing teams and creating a positive environment, and you're looking for an opportunity where your leadership capability matters as much as your technical background, we’d love to hear from you.