Customer Service Manager

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

We are a leading solicitor’s firm based in Blackburn, dedicated to providing exceptional legal services to clients nationwide. With a team of experienced professionals, we specialise in handling claims across various service areas, helping individuals and businesses retrieve compensation for financial mis-selling and consumer issues.

Job Summary

We’re seeking an experienced Customer Claims Team Leader to join our growing team within our modern offices in the heart of Blackburn.

This is an excellent opportunity for a confident, people-focused leader to take ownership of a team of Customer Claims Handlers — supporting them to deliver high-quality, compliant client outcomes in a fast-paced, regulated environment.

Reporting to the Head of Operations, you will lead the day-to-day performance of your team, drive achievement of individual and team KPIs, and play a key role in maintaining the standards expected of an SRA-regulated firm. You will be hands‑on with coaching, performance management, and quality assurance, and will work closely with our Compliance, Training, and Operations functions to keep service delivery aligned with regulatory expectations under the SRA Code of Conduct and FCA Consumer Duty.

We are looking for someone who genuinely enjoys developing people, leads with integrity, and can balance commercial performance with the highest standards of client care — particularly when supporting vulnerable customers.

If you’re ready to take ownership of a team in a values‑led, growing law firm, we’d love to hear from you.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Claims Handlers
  Set the tone, the standard, and the pace for your team — driving achievement of individual and team KPIs, service levels, and quality benchmarks.
• Manage day‑to‑day workflow
  Allocate and prioritise caseload across the team, ensuring claims progress promptly, deadlines are met, and bottlenecks are addressed quickly.
• Drive quality and compliance
  Monitor calls, written communications, and case file quality to ensure consistency with SRA Standards and Regulations, FCA Consumer Duty, and Courmacs’ internal policies and procedures.
• Conduct regular 1:1s, appraisals, and performance reviews
  Deliver constructive feedback, identify development needs, and create targeted improvement plans for individuals — working closely with HR and the Training function.
• Handle escalated client matters
  Resolve referred customer issues, complaints, and complex queries with empathy and judgement, balancing client outcomes with commercial and regulatory requirements.
• Support vulnerable customers
  Identify customers in vulnerable circumstances and ensure your team handles those interactions with appropriate care, in line with FCA Consumer Duty obligations.
• Manage performance, conduct, and absence
  Address performance, conduct, and absence issues quickly, fairly, and consistently in line with company policy, supported by HR.
• Contribute to continuous improvement
  Use customer feedback, complaints data, and team insight to identify trends, recommend process improvements, and contribute to operational projects across the claims function.
• Work cross‑functionally
  Build effective relationships with Compliance, Training, IT, HR, and other operational teams to ensure aligned, joined‑up service delivery.
• Support recruitment and onboarding
  Play an active role in interviewing, selecting, and onboarding new team members, helping new joiners reach competency quickly.
• Deputise where required
  Represent the Head of Operations in their absence on team‑level matters, briefings, and operational meetings.
• Proven experience leading a team in a customer service, claims, or contact centre environment
• A track record of motivating teams to achieve KPIs, service levels, and quality standards
• Strong coaching and people development skills, with the confidence to give and receive constructive feedback
• Experience handling escalations, complaints, and difficult conversations with professionalism and empathy
• Comfortable managing performance, conduct, and absence in line with company policy
• High standard of verbal and written communication
• Resilient, organised, and comfortable working in a fast‑paced, regulated setting
• Sound judgement, accountability, and a commitment to acting with integrity
• Competent in Microsoft Office and confident using CRM or case management systems (working knowledge of ProClaim is desirable but not essential)
• Awareness of SRA regulatory requirements and/or FCA Consumer Duty obligations — desirable
• Previous experience in a legal, financial services, or claims environment — desirable

23 days holiday + bank holidays (increasing each year after first year of service)

Birthday
Off Work

Enjoy a paid day off work for your birthday (within 2 weeks of the date)

Company Social
Events

Summer & Christmas Parties to make friends and unwind

Milestone
Gifts

Receive Milestone gifts when you reach 5, 10, 15 and 20 years of service

Everday rewards with major brands, employee celebration & wellbeing tools

Suggestion
Scheme

Get rewarded with £200 for every idea you suggest that is implemented

Private Healthcare plan & digital GP provided after first year of service

Life
Insurance

Death in service insurance providing a tax‑free lump sum worth 3 times your salary

Day‑to‑day wellbeing & counselling support for you & your family

Holiday
Purchasing

Buy up to 5 additional holiday days per year