Claims Team Lead — Operational Excellence

Rokstone Underwriting; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Rokstone Underwriting in London is seeking a Claims Team Leader to run the day-to-day leadership and operational management of the Claims Team, ensuring the efficient administration of non-complex claims and delivery of a high-quality service.

Reporting to the Claims Operations Manager, the role oversees team performance, service standards, regulatory compliance, and acts as the primary escalation point for claims operations.

Qualifications

• Experience leading a claims team and driving performance.
• Strong Excel skills and the ability to manage financial information with confidence.
• Familiarity with regulatory requirements and quality assurance in claims handling.

Responsibilities

• Lead and coach the Claims Team to maintain a high-performance, customer-focused culture.
• Oversee non-complex claims handling, triage, workflow allocation and KPI delivery.
• Serve as escalation point for claims outside standard parameters and ensure robust documentation and compliance.
• Monitor performance, volumes, quality metrics and identify process improvements across the claims function.
• Collaborate with Claims Operations, Claims Handlers, and external providers to ensure effective escalation paths and strong customer outcomes.

Skills

Leadership

Coaching

Stakeholder communication

Excel

Claims management

Process improvement

Job description

Rokstone Underwriting in London is seeking a Claims Team Leader to run the day-to-day leadership and operational management of the Claims Team, ensuring the efficient administration of non-complex claims and delivery of a high-quality service.

Reporting to the Claims Operations Manager, the role oversees team performance, service standards, regulatory compliance, and acts as the primary escalation point for claims operations.