Claims Team Leader

Claims Team Leader | Claims Customer Service | 15 Month Secondment/ FTC

Location: Newcastle

Salary: Starting Salary from £33,040 + benefits, DOE

Office Attendance: Hybrid; able to travel to the Newcastle office an average of 2 days per week (minimum/subject to business requirements).

Shift: Training office based, Monday
- Friday, 9am-5pm. After training and once competent, hybrid pattern can be agreed locally under a rotational shift (working 1 weekend in
7), during opening hours (Monday
- Friday; 8am-8pm and Saturday & Sunday; 9am-5pm).

Closing Date: 26th June 2026 at 5pm

At Tesco Insurance, our Claims team helps customers through some of life's most difficult and vulnerable moments. Each call is an opportunity to show empathy and expertise.

This is an exciting opportunity for an experienced Claims Team Leader to join our Claims Customer Service Team. You will lead and manage your team to ensure proactive and cost-effective management and resolution of all claims and liabilities while delivering exceptional customer service.

• Lead and manage the team to ensure all claims are managed correctly in the technical manner, in accordance with policy cover, legal liability, departmental, fraud, ABI and FCA guidelines, and workflow maintained to meet business objectives.
• Recruit, select, manage performance, and conduct regular 1:1 meetings, coaching and development, grievances and disciplinary handling.
• Maintain technical knowledge for yourself and the team to ensure excellent customer service and fair settlement of claims for customers and Tesco Insurance.
• Provide job‑related support to team members to ensure compliance with company standards, procedures and systems.
• Conduct regular quality management audits and provide individual feedback with corrective action.
• Manage escalated customer complaints/queries proactively; identify and agree resolutions that meet needs of customer and Tesco Insurance.
• Produce accurate and timely reports as required by the organisation.
• Identify trends, risks and areas of continuous improvement and work with colleagues/peers to embed them in Tesco Insurance.
• Comply with PRA and Data Protection Act protocols and rules.

• Knowledge of working in Claims and Insurance industry; people leaders in the Financial Services Sector also considered.
• Understanding of insurance principles, including indemnity and subrogation.
• Knowledge of vehicle damage claims, liability, key case law, industry protocols, and The Road Traffic Act.
• Experience in a regulated environment, knowledge of governance and compliance, particularly FCA.
• Proven experience managing and motivating staff, recruitment, performance management, absence management, discipline and grievance.
• Ability to lead and manage a team to ensure technical claim management in accordance with policy cover, legal liability and guidelines; collaborate with stakeholders such as Motor Underwriting, Motor product, fraud and intelligence teams.
• Coaching and development skills; contribute to succession planning.
• Effective communication (oral, written, presentation) and influencing/negotiation skills.
• Results‑focused, tenacious, resilient, able to work under pressure.
• Ability to work in multiple systems and proficiency in MS Excel, PowerPoint, Word.

• Colleague pension scheme.
• Virtual GP Service for you and your family 365 days a year.
• Performance related annual bonus.
• Generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Colleague Clubcard benefits – 10% discount increasing to 15% every payday; second card to share.
• Family‑oriented initiatives – enhanced maternity leave pay, shared parental leave policy, and 8‑week paid paternity leave.
• Ongoing learning opportunities and award‑winning training.
• Participation in Buy as you Earn and Save as you Earn share schemes.

Everyone is welcome. We are committed to building a more inclusive workplace and celebrating diversity. A diverse workforce helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.