Claims Team Leader — Hands-On Support & Coaching

Focus Resourcing; Langstone; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Career development and training

Healthcare and wellbeing support

Up to 28 days' holiday + bank holidays

Birthday day off

Job summary

Focus Resourcing is recruiting an experienced Customer Service Team Leader to join a growing claims team in the UK. You will balance hands-on claim handling with coaching and developing others to improve performance and service standards.

You will mentor, guide and support the team, ensure SLAs and regulatory requirements are met, and help run the department daily operations, while maintaining accurate records and delivering quality customer outcomes.

Qualifications

• Previous experience in a customer-focused environment.
• Experience supporting, mentoring or coaching colleagues.
• Excellent communication and organisational skills.
• Strong attention to detail and decision-making ability.
• A customer-focused approach and positive attitude.
• An understanding of compliance and working within a regulated environment.

Responsibilities

• Handling customer claims accurately and efficiently.
• Supporting and mentoring members of the claims team.
• Acting as an escalation point for complex customer queries and claims.
• Ensuring claims meet agreed SLAs and regulatory requirements.
• Supporting quality, compliance and operational standards.
• Assisting the Manager with the day-to-day running of the department.
• Handling customer complaints professionally.
• Maintaining accurate records and system updates.

Skills

Customer-focused

Mentoring

Communication

Organization

Attention to detail

Compliance awareness

Job description

Focus Resourcing is recruiting an experienced Customer Service Team Leader to join a growing claims team in the UK. You will balance hands-on claim handling with coaching and developing others to improve performance and service standards.

You will mentor, guide and support the team, ensure SLAs and regulatory requirements are met, and help run the department daily operations, while maintaining accurate records and delivering quality customer outcomes.