Out-of-Hours Claims Leader (Remote)

WNS Global Services; Ipswich; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

WNS Global Services is recruiting for an Out of Hours Team Leader – Operations. The role is fully remote/hybrid with Ipswich as the location, offering a 37.5 hour work week and a salary of £30,000 - £35,000 per annum.

You will lead a team of 10–18 colleagues on twilight shifts and weekends, driving exceptional customer outcomes in a fast-paced motor insurance and claims environment. As part of the leadership team, you will coach, monitor performance against SLAs and KPIs, manage attendance and

Qualifications

• Experience within motor claims, insurance claims or TPA operations.
• Understanding of workforce planning, scheduling or resource management.
• Knowledge of FCA-regulated environments.

Responsibilities

• Lead, coach and develop a team of customer service and claims handling colleagues to achieve operational objectives.
• Monitor individual and team performance against SLA’s, KPIs, quality standards and customer outcomes.
• Conduct regular one-to-ones, performance reviews and coaching sessions.
• Drive colleague engagement, wellbeing and development, creating a positive and supportive team culture.
• Manage attendance, performance, conduct and capability matters in line with company policies.
• Ensure resources are effectively utilised to meet customer demand and service requirements.
• Support the implementation of operational changes and business initiatives.
• Analyse performance data and identify opportunities for continuous improvement.
• Act as an escalation point for complex customer, client or operational issues.
• Work collaboratively with fellow Team Leaders, Operations Managers and wider support functions.
• Maintain high standards of compliance, quality and customer service at all times.
• Support recruitment, onboarding and training of new colleagues when required.

Skills

Motor claims experience

Insurance claims

TPA operations

Job description

WNS Global Services is recruiting for an Out of Hours Team Leader – Operations. The role is fully remote/hybrid with Ipswich as the location, offering a 37.5 hour work week and a salary of £30,000 - £35,000 per annum.

You will lead a team of 10–18 colleagues on twilight shifts and weekends, driving exceptional customer outcomes in a fast-paced motor insurance and claims environment. As part of the leadership team, you will coach, monitor performance against SLAs and KPIs, manage attendance and