Claims Team Leader

Tesco Insurance; Newcastle upon Tyne; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Pension (employer up to 7.5%)

Private Medical Insurance

Annual bonus

Holiday entitlement 7.2 weeks

Clubcard discount

Parental leave

Save and Buy schemes

Learning and development

Job summary

You will drive continuous improvement across the claims journey, collaborating with multiple internal teams, monitoring performance metrics, and developing staff through regular feedback and development planning. Applications close on 25 September 2026.

Qualifications

• Experience leading and developing teams within Claims or a regulated Financial Services environment.
• Strong knowledge of insurance principles and claims handling.
• Excellent communication, influencing and stakeholder management skills.
• Ability to manage complex customer situations and escalated complaints.

Responsibilities

• Lead, coach and develop a high-performing claims team to deliver excellent customer outcomes while achieving objectives.
• Ensure claims are managed accurately and in line with policy cover, liability and regulations.
• Support colleague performance through coaching, feedback and development plans.
• Manage complex customer queries and escalated complaints with fair resolutions.
• Monitor quality, risk and performance, identifying trends and improvement opportunities.
• Collaborate with Claims, Underwriting, Fraud, Product and other areas to drive improvement.

Skills

Leadership

Coaching

Stakeholder management

Insurance principles

Communication

MS Office

Tools

Excel

PowerPoint

Word

Job description

Serving our customers, communities, and planet a little better every day.

Claims Team Leader (Claims Customer Service) | 12 Month Secondment

Salary – From £33,040 + annual bonus & benefits

Work Level – 1

Location – Newcastle

Shift Pattern – Training will be office-based, Monday to Friday, 9am to 5pm. Following successful completion of training and once competent in role, a hybrid working arrangement can be agreed locally. The role operates on a rotational shift pattern, including 1 weekend in 7, during opening hours of Monday to Friday, 8am to 8pm, and Saturday and Sunday, 9am to 5pm.

Office Attendance – Our hybrid working model gives you the best of both worlds - flexibility to work from home and valuable face-to-face time with colleagues. This role typically requires 2 days per week onsite.

Closing Date – Applications close on 25 September 2026 at 5pm

Why this role?

At Tesco Insurance, our Claims team supports customers through some of life's most challenging moments. As a Team Leader, you'll play a key role in ensuring customers receive fair, timely and high-quality claims outcomes while leading and developing a team of Claims Handlers to deliver exceptional service.

We're looking for a Claims Team Leader to join our Claims Customer Service team. You'll be responsible for creating a high-performing team culture, ensuring technical excellence, regulatory compliance and operational performance across the claims journey. Working with a wide range of stakeholders, you'll help drive continuous improvement while supporting both customer and business outcomes.

What you’ll be doing

• Leading, coaching and developing a high-performing claims team to deliver excellent customer outcomes while achieving operational and performance objectives.
• Ensuring claims are managed accurately and fairly in line with policy cover, legal liability, industry regulations and internal standards.
• Supporting colleague performance through regular coaching, feedback, development planning and people management activities.
• Managing complex customer queries and escalated complaints, identifying fair resolutions that meet both customer and business needs.
• Monitoring quality, risk and performance measures, identifying trends and improvement opportunities to enhance customer experience and operational effectiveness.
• Working collaboratively with colleagues across Claims, Underwriting, Fraud, Product and other key business areas to drive continuous improvement and deliver business objectives.

What we’re looking for: (minimum criteria)

• Experience leading and developing teams within Claims, Insurance or a regulated Financial Services environment, with a proven ability to coach, motivate and manage performance, including recruitment, talent management, absence management and employee relations matters.
• Strong knowledge of insurance principles and claims handling, including indemnity, subrogation, liability assessment and customer outcomes, with the ability to ensure claims are managed in line with policy cover, legal liability, FCA requirements, ABI guidelines and business standards.
• Excellent communication, influencing and stakeholder management skills, with the ability to manage complex customer situations, resolve escalated complaints, collaborate across multiple business areas and make sound, balanced decisions in a fast-paced environment.
• A results-focused approach with strong organisational skills, the ability to manage operational performance and identify opportunities for continuous improvement, alongside experience using multiple systems and Microsoft Office applications including Excel, PowerPoint and Word.

We welcome applications from everyone. If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we’d still love to hear from you.

What’s in it for you

• A generous pension, with up to 7.5% employer contribution, depending on what you put in.
• Private Medical Insurance (WL2+) and virtual GP Service for you and your family
• Performance related annual bonus.
• 7.2 weeks holiday, with the opportunity to buy more.
• Colleague Clubcard discount (10-15% + second card to share with someone else).
• Enhanced parental leave.
• Opportunities to Save and Buy as you earn.
• A place to get on - take advantage of our ongoing learning opportunities to help you achieve the job and career you want.

Interviews

As a Disability Confident Employer (Level 2), we’re committed to creating an accessible and supportive environment for all. We offer reasonable adjustments throughout the recruitment process, including interviews, to ensure every candidate has a fair opportunity to succeed.

We also know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need, as we’re committed to exploring part time and flexible working opportunities, at every level of the organisation.

Interviews are expected to be held from w/c 21/09/2026.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling.

Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centers are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.