Team Leader - Claims Operations

TN United Kingdom; Leicester; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic leader to drive team performance and customer satisfaction. This role involves fostering a coaching culture, ensuring high-quality outcomes, and celebrating team successes. With a focus on flexible working and a commitment to employee wellbeing, this company offers a vibrant workplace where your contributions will be valued. Join a forward-thinking organization that prioritizes growth and recognizes the importance of its employees in achieving business goals. If you're passionate about leadership and customer service, this opportunity is perfect for you.

Benefits

Flexible Working

Competitive Bonus Scheme

Healthcare Cash Plan

Pension Contribution Match

Mental Wellbeing Programme

25 Days Annual Leave

Access to Private Healthcare

Discounted Health Assessments

Cycle to Work Scheme

Social Events Throughout the Year

Qualifications

• Demonstrable leadership and coaching experience.
• Track record of building high levels of engagement.
• Experience in delivering exceptional customer service.

Responsibilities

• Ensure team achieves quality and customer outcomes.
• Embed a coaching culture within the team.
• Accountability for minimizing customer effort in claims.

Skills

Leadership Experience

Coaching Skills

Customer Service

Job description

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Client:

Hastings Direct

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

09797d133610

Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Welcome to Hastings Direct – From our Group HR Director Pam Angel

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over three million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you.

Responsibilities include:

• Ensuring that your team achieves all quality and customer outcomes
• Embedding a coaching and performance management culture within your team
• Creating the time, space and confidence for your team to go above and beyond for our customers
• Reducing inbound contact by delivering a high touch case handling approach
• Celebrating success and creating a winning environment within your team, rewarding and recognising colleagues for the great work they do
• Accountability for minimising the effort our customers need to go to when making a claim

Skills we would love you to have

• Demonstrable leadership and coaching experience (claims/insurance experience a bonus, but not essential!)
• Track record of building high levels of engagement to deliver colleague outcomes
• Experience of delivering world-class and exceptional customer service

What we offer

• Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.

Reward

• Salary – Attractive salary based on experience (pay reviews also completed each year)
• Flexible Working – We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.
• Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings’ performance against our business goals and your own personal performance.
• Physical Wellbeing – We like to help our colleagues take a proactive approach in keeping themselves well, that’s why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
• Financial Wellbeing – As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes – discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
• Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot be scheduled, that’s why we have a range of support to help you keep yourself well. We have the Thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs.
• There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period.

Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.