Claims Team Lead: KPI-Driven Service Coach

Neilson Financial Services Limited; Windsor; On-site; GBP 50,000 - 70,000; Full time

Job summary

Neilson Financial Services Limited is seeking a Claims Manager to lead a Claims team, drive performance, and ensure service excellence. The role focuses on personal development, QA, and KPI achievement in a fast-paced environment.

The successful candidate will have hands-on leadership, strong communication, and a solid understanding of FCA guidelines within a claims or call centre setting. Office-based in Windsor with a dynamic, entrepreneurial culture.

Qualifications

• Minimum 2 years experience in leading and managing the delivery of outstanding service to Claimants within a team environment.
• Proven capability to build and embed team performance through guidance and coaching.
• Sound understanding of FCA operational guidelines; preferably within a regulated Claims handling or call centre environment.
• Hands-on leadership experience directing a team to achieve KPIs.
• Demonstrated ability to communicate verbally and in writing to a high standard.
• Experience delivering key KPIs through a team and analysing performance data.

Responsibilities

• Influence individual performance by conducting monthly 121s and Personal Improvement plans.
• Lead performance management meetings and maintain documentation.
• Identify performance gaps and manage improvements.
• Ensure team behaviour aligns with company values and HR guidelines.
• Mentor in effective professional communication and coaching.
• Coach agents through call feedback and quality sessions.
• Coordinate leave per policy and manage attendance and returns.
• Provide QA feedback to the team and support product and process queries.
• Oversee eLearning completion and rota planning.
• Drive team building and high-energy environment.

Skills

People management

Performance coaching

Call centre experience

FCA guidelines

Leadership

Communication

Tools

Microsoft Office

Job description

Neilson Financial Services Limited is seeking a Claims Manager to lead a Claims team, drive performance, and ensure service excellence. The role focuses on personal development, QA, and KPI achievement in a fast-paced environment.

The successful candidate will have hands-on leadership, strong communication, and a solid understanding of FCA guidelines within a claims or call centre setting. Office-based in Windsor with a dynamic, entrepreneurial culture.