Claims Team Leader

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

This isn’t a job description. It’s your invitation.

At Rokstone Underwriting, we don’t hire to fill seats. We bring people in to build something real.

We want people to join us (that person might be you) on our mission to be the world’s most inspiring insurance group, not by playing it safe but by delivering the unexpected and creating meaningful impact. That means backing ideas early, trusting people to own their work and giving them the space to grow faster than they thought possible.

If you’re looking for rigid career paths or a one-size-fits-all management, Rokstone probably isn’t for you. However, if you do want responsibility from day one, honest feedback and a culture that expects you to speak up, take ownership and keep getting better, then you might just be a great fit.

Some people join us knowing exactly where they want to go. Others figure it out once they’re here. Both work here; the question is, will you?

What You’ll Take On (The Actual Job Description)

The Claims Team Leader is responsible for the day-to-day leadership and operational management of the Claims Team, ensuring the efficient administration of non-complex claims, effective workflow management and delivery of a high-quality claims service. Reporting to the Claims Operations Manager, the role oversees team performance, service standards, operational controls, quality assurance and regulatory compliance while acting as the primary escalation point for claims operations.

What You’ll Take On

• Manage, motivate and coach the Claims Team, fostering a high-performance, customer-focused culture while supporting recruitment, onboarding, training and ongoing development.
• Ensure the efficient handling of non-complex claims across multiple classes of business, managing workflow allocation, claim triage, productivity and service delivery against agreed KPIs and turnaround times.
• Act as the primary escalation point for claims outside standard parameters, ensuring accurate claim administration, robust documentation, quality assurance, audit readiness and compliance with regulatory, delegated authority and governance requirements.
• Monitor team performance, workflow volumes, quality metrics and management information, identifying opportunities to improve processes, controls, automation and operational efficiency across the claims function.
• Work closely with Claims Operations, Claims Handlers, technical specialists and outsourced providers to ensure effective escalation pathways, strong customer outcomes, efficient loss fund and payment processes, and consistent claims service delivery across the business.

You’ll bring experience working with Loss Funds, an understanding of Claims Bordereaux, strong Excel capability and the attention to detail needed to manage complex financial information with confidence. This is an opportunity to take ownership of work that directly supports operational excellence and keeps the claims process moving effectively.

What it’s Like to Work Here

Expect high standards and the support to meet them. Expect autonomy (not micromanagement) and the chance to collaborate across teams, brands and borders. Here, your ideas are taken seriously, wherever you sit in the business.

We invest when the right tools don’t exist. We listen when our people say something can be better. And when we win, we make sure the people building the business win too. This is a place where performance matters - but so does enjoyment, curiosity and doing work you are proud of.

Who Thrives at Rokstone?

We don’t expect you to tick every box. Experience helps, but curiosity matters more. If you are willing to learn, take ownership and ask questions when you don’t know the answer, you’re already off to a great start. We look for people who:

• Have experience relevant to the role, whether from a similar position, education or transferable skills
• Confidence in communicating with others and working together
• A mindset focused on learning, improvement and follow-through
• An interest in how things work (and how they could be improved)

If this sounds like you, you sound ready for a new chapter of challenge at Rokstone Underwriting.

Why Apply

Because you want more than a job title. Because you want to grow, not wait your turn. Because you want to be trusted to do good work (and get recognised when you do it). And because you want to help build something inspiring, unexpected and meaningful.