Claims Department Senior Team Leader

TipTopJob; Hull and East Yorkshire; On-site; GBP 35,000; Full time

Job summary

A leading claims management company located in Hull is seeking a Senior Team Leader to oversee and develop Team Leaders within the Claims department. This role emphasizes leadership, performance management, and ensuring compliance with KPIs. The ideal candidate will have strong leadership capabilities and experience in driving performance outcomes. You will be responsible for coaching Team Leaders, achieving quality standards, and implementing improvement initiatives. The company offers a competitive salary and comprehensive health benefits.

Benefits

Employee health and wellbeing benefits

Annual leave plus bank holidays

Birthday holiday

Holiday purchase scheme

Performance-based salary increments

Free on-site parking

Monthly free food days

Company events and recognition initiatives

Qualifications

• Proven experience in leadership roles within a performance-driven environment.
• Strong understanding of KPI management and compliance standards.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage and develop Team Leaders and their teams.
• Oversee departmental performance and compliance to KPIs.
• Conduct audits and ensure adherence to quality standards.
• Lead improvement initiatives and change management.

Skills

Leadership capabilities

Performance management

Quality assurance

KPI monitoring

Coaching

Job description

Reporting to

Claims Department Manager

Site Based

Hull

Salary

A GBP 35,000

Hours

38.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am : 12.30pm)

What We Offer

• Employee health and wellbeing benefits, including: 24/7 GP service, confidential counselling service, retail, gym and lifestyle discounts and a medical cashback scheme
• 21 days annual leave plus statutory bank holidays
• Additional birthday holiday
• Holiday purchase scheme
• Performance-based salary increments
• Free on:site parking
• Monthly free food days
• Company events, reward and recognition initiatives

Purpose

The Senior Team Leader provides the critical leadership and performance layer between Team Leaders / Deputy Team Leaders and the Claims Department Manager.

The role focuses on driving performance uplift, leadership capability, quality, compliance and consistency across all Claims teams. It is not operational micromanagement, but leadership oversight and development.

You will have full ownership for the performance, capability and conduct of Team Leaders and their teams, ensuring KPIs, FCA obligations, quality standards and customer outcomes are consistently achieved.

Key Responsibilities

Leadership and Performance Management

• Line manage all Team Leaders and Deputy Team Leaders within the Claims department.
• Conduct regular, structured 1:2:1s focused on performance, behaviour, leadership standards and development.
• Oversee performance management processes including improvement plans, capability frameworks and formal PIPs where required.
• Act as the first escalation point for leadership:level performance, conduct and absence management.
• Support recruitment, onboarding and induction of leadership roles.
• Identify exemplary performance and recommend individuals for reward and recognition.
• Provide cover in the absence of the Claims Department Manager.
• Duties or functions in addition to or instead of your usual duties if the needs of the business so require, that are within your capability and status.

Operational Oversight and KPI Delivery

• Maintain full oversight of departmental performance against KPIs, including productivity, quality, SLA adherence and customer outcomes.
• Oversee day:to:day operational performance across all teams, ensuring resources are realigned to respond to trends and demand.
• Support short: and medium:term resource planning alongside the Claims Department Manager.
• Ensure claims leakage and cost exposure are minimised through strong controls and adherence to process.
• Act as an escalation point for complex, high:risk or high:profile claims and complaints, ensuring FCA and SLA compliance.

Quality, Audit and Compliance

• Carry out leadership:level audits across teams.
• Analyse audit outcomes, trends and root causes, ensuring actions and re:testing are in place.
• Ensure FCA, client, SLA and internal policy requirements are embedded and consistently applied.
• Promote data security and strict adherence to GDPR, DPA and information governance standards.

Coaching, Development and Succession

• Coach and mentor Team Leaders to develop strong people leadership, not just task management.
• Support the creation and delivery of departmental training plans and leadership development programmes.
• Support apprentices and ongoing capability development.
• Identify high:potential talent and support succession planning.
• Promote consistent leadership behaviours and expectations across the department.

Continuous Improvement and Change

• Identify and lead departmental improvement initiatives to improve efficiency, customer outcomes and staff engagement.
• Support the delivery of projects, initiatives and transformation activity.
• Act as a change champion, ensuring effective communication, adoption and embedding of new ways of working.
• Provide insight, data and recommendations to support departmental and