Remote Out-of-Hours Team Leader - Claims & Service

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

Benefits offered by this job

Benefits & wellbeing

Collaborative environment

Continuous improvement

Job summary

WNS is seeking an Out of Hours Team Leader – Operations to oversee a 10-18 person team in a fast-paced motor claims environment. This remote/hybrid role requires strong leadership, performance management and collaboration with cross-functional teams to deliver excellent outcomes and ensure client satisfaction.

Based in the Ipswich area, the position offers full-time permanent employment with 37.5 hours per week and a salary in the £30,000–£35,000 range.

Qualifications

• Experience in motor claims, insurance claims or TPA operations.
• Understanding of FCA-regulated environments is preferred.
• Strong leadership and coaching skills with team development focus.

Responsibilities

• Lead, coach and develop a team of customer service and claims handling colleagues to achieve objectives.
• Monitor performance against SLAs, KPIs, quality standards and customer outcomes.
• Conduct regular one-to-ones, performance reviews and coaching sessions.
• Drive engagement, wellbeing and development within the team.
• Manage attendance, conduct and capability matters per policy.
• Ensure resources meet customer demand and service requirements.
• Support operational changes and business initiatives.
• Analyse performance data for continuous improvement.
• Act as escalation point for complex issues.
• Collaborate with other Team Leaders and Operations Managers.
• Maintain high standards of compliance and customer service.

Skills

Motor claims

Insurance claims

TPA operations

Job description

WNS is seeking an Out of Hours Team Leader – Operations to oversee a 10-18 person team in a fast-paced motor claims environment. This remote/hybrid role requires strong leadership, performance management and collaboration with cross-functional teams to deliver excellent outcomes and ensure client satisfaction.

Based in the Ipswich area, the position offers full-time permanent employment with 37.5 hours per week and a salary in the £30,000–£35,000 range.