Hybrid Home Claims Team Leader - Lead & Develop

hastingsdirect; Leicester; Hybrid; GBP 34,000 - 43,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus scheme

Life assurance 4x salary

Income protection

Matched pension contributions up to 10

Discounts and financial wellbeing

25 days annual leave + bank holidays

Job summary

Hastings Direct is recruiting a Home Claims Team Leader in a hybrid Leicester/Bexhill role. You will lead a team of Home Claims handlers, drive quality and performance, and collaborate with outsourced partners.

The role requires a tenacious, results-driven approach to delivery and a proven track record in leadership within a contact centre. You will coach, monitor, and develop staff, ensuring adherence to SLAs, conducting audits, and supporting the overall claims quality function in a growing

Qualifications

• Proven leadership experience in a contact centre environment.
• Background in home claims is highly desirable.
• Strong customer and colleague focus with excellent communication and coaching abilities.

Responsibilities

• Lead a Home Claims team and oversee quality of claims handling for Hastings Direct and outsourced partners.
• Set and manage annual and monthly objectives; provide coaching and development plans.
• Ensure annual performance and development reviews (PDRs) are conducted.
• Ensure payments are authorised in line with the SLAs.
• Conduct regular monthly audits on colleagues.
• Oversee guidance on technical referrals and maintain high claim handling standards.
• Engage and motivate the team; lead effective meetings as required.

Skills

Leadership

Call centre experience

Customer focus

Coaching skills

Communication

Job description

Hastings Direct is recruiting a Home Claims Team Leader in a hybrid Leicester/Bexhill role. You will lead a team of Home Claims handlers, drive quality and performance, and collaborate with outsourced partners.

The role requires a tenacious, results-driven approach to delivery and a proven track record in leadership within a contact centre. You will coach, monitor, and develop staff, ensuring adherence to SLAs, conducting audits, and supporting the overall claims quality function in a growing