Team Leader (Claims)

ManyPets; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

Join a leading pet insurance company as a Team Leader in the Claims Team. You'll inspire your team to achieve targets, maintain high engagement, and ensure regulatory compliance. This role focuses on performance management and fostering a positive team culture.

Qualifications

• At least 2 years in a Team Leader or Management role.
• Strong understanding of performance management.

Responsibilities

• Drive team performance to deliver excellent customer service.
• Ensure compliance with regulatory standards.

Skills

Leadership

People Management

Performance Management

Communication

Organizational Skills

Problem Solving

Job description

2 weeks ago Be among the first 25 applicants

About Us
We love pets - which is why we’re on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits designed with their needs in mind. Since 2017, we’ve helped half a million pets stay happy and healthy, with more customers joining us daily. Our company is respectful, fun-loving, and passionate about pets and their wellbeing. Throughout our business, you'll meet people who think differently, aim for impact, and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.

A day in the life

As a Team Leader in the Claims Team at ManyPets, your primary focus is to drive team performance to deliver an excellent service for customers and foster a positive team culture, in which our people thrive. The successful candidate will demonstrate excellent leadership, people management, and performance management skills to deliver service excellence, operational efficiency, and ensure regulatory standards are consistently met.

Core deliverables

• People management: Motivate and inspire your team to achieve targets, maintain high engagement, and provide excellent customer service. Conduct regular one-to-one meetings, performance reviews, and feedback sessions, identifying opportunities for personal growth and career progression. Foster a positive, inclusive, and collaborative team environment where all individuals feel valued and supported.
• Performance management: Drive team performance and achieve KPIs, analysing performance data to identify trends and areas for improvement. Manage team and individual performance by setting clear objectives and KPIs, recognising good performance, and addressing performance gaps.
• Leadership: Be a role model, demonstrating “how we do things” at ManyPets, while holding others accountable for their behaviours in the best interests of our customers and team.
• Regulatory Compliance & Risk Management: Ensure all team activities comply with relevant regulatory duties. Maintain understanding of regulatory requirements and industry best practices, ensuring the team operates within legal and ethical frameworks. Escalate issues of non-compliance to senior management as necessary.

Skills and competencies

• At least 2 years in a Team Leader or Management role, managing teams in a regulated, customer-focused environment.
• Insurance sector experience is preferred but not mandatory.
• Excellent people management and leadership skills with the ability to motivate and engage.
• Strong understanding of performance management, goal setting, monitoring, and feedback.
• Proactive, solutions-oriented approach focused on results.
• Strong organizational and time-management skills.
• Exceptional communication skills, both written and verbal.
• Strong interpersonal skills and rapport-building ability with team members and stakeholders.
• High attention to detail, especially regarding regulatory compliance and performance data.
• Positive, collaborative attitude.
• Commitment to personal and professional growth.

What Success Looks Like

• Inspiring and supporting others to achieve high performance through clear direction and feedback.
• Meeting team and individual targets with consistent performance against metrics.
• Setting and achieving personal and team goals aligned with business objectives.
• Coaching team members’ personal and professional development.
• Building effective relationships and fostering teamwork.
• Communicating effectively and delivering excellent service to customers and stakeholders.
• Being a role model for the team.
• Seeking continuous improvement through analysis, collaboration, and problem-solving.
• Managing tasks efficiently with good time, task, and financial management.
• Addressing underperformance or absence in line with company policies.
• Maintaining a strong understanding of key regulatory matters related to our products and services.

Ways of working

Typically working from a laptop with a screen, mouse, keyboard, and headset. Regularly meeting colleagues via Zoom and communicating through email and Slack. Expect to use your computer for around seven hours daily. A distraction-free workspace and reliable internet (minimum 25Mbps) are required. We provide technology, a contribution towards a desk, and vision support to ensure your setup is optimal.

Inclusion at ManyPets

We are committed to equal opportunities and non-discrimination throughout our hiring process and employment conditions. For more info, download our Approach to Inclusion policy.

Support and Adjustments

If you require assistance or adjustments during the hiring process, contact us at [e-mail]. We will do our best to support you.