Claims Team Leader - Lead, Coach & Compliance

Courmacs Legal Limited; Blackburn; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Birthday off work

Company social events

Milestone gifts

Wellbeing tools

Idea reward program

Private Healthcare plan & digital GP

Life Insurance

Wellbeing support & counselling

Holiday purchasing

23 days holiday + bank holidays

Job summary

Courmacs Legal Limited in Blackburn is seeking an experienced Customer Claims Team Leader to take ownership of a team of Customer Claims Handlers, ensuring high quality, compliant client outcomes in a fast-paced environment.

You will coach and develop staff, monitor KPIs, and work with Compliance, Training and Operations to align service delivery with SRA and FCA expectations. This role suits a people-focused leader who values integrity and empathy towards vulnerable customers.

Qualifications

• Proven experience leading a team in customer service, claims, or contact centre.
• Track record of motivating teams to achieve KPIs, service levels and quality.
• Strong coaching and people development skills with constructive feedback.

Responsibilities

• Lead, coach, and motivate a team of Customer Claims Handlers; drive KPI achievement.
• Manage day-to-day workflow; prioritise caseload and ensure timely progress.
• Drive quality and compliance with SRA/FCA standards and internal policies.
• Conduct regular 1:1s, appraisals, and performance reviews with team members.
• Handle escalated client matters with empathy and judgement.
• Support vulnerable customers in line with FCA Consumer Duty obligations.
• Manage performance, conduct, and absence in line with policy.
• Contribute to continuous improvement using feedback and data.
• Work cross-functionally with Compliance, Training, IT, HR and other teams.
• Support recruitment and onboarding of new team members.

Skills

Team leadership

Coaching

Regulatory compliance

Customer service

Performance management

Tools

CRM systems

ProClaim

Job description

Courmacs Legal Limited in Blackburn is seeking an experienced Customer Claims Team Leader to take ownership of a team of Customer Claims Handlers, ensuring high quality, compliant client outcomes in a fast-paced environment.

You will coach and develop staff, monitor KPIs, and work with Compliance, Training and Operations to align service delivery with SRA and FCA expectations. This role suits a people-focused leader who values integrity and empathy towards vulnerable customers.