Claims Team Leader

• Lead a team of Home Claims handlers
• Maintain overall claims-handling quality within Hastings Direct and through outsourced partners
• Support the goal of becoming a market-leading home claims handling function
• Set and manage annual and monthly objectives
• Provide coaching and development plans to support progression
• Ensure annual PDRs are conducted
• Authorise payments in line with departmental SLAs
• Conduct regular monthly audits on colleagues
• Oversee guidance and advice relating to technical referrals
• Engage and motivate the team
• Deliver effective meetings when required
• Support claims-handling quality internally and with outsourced partners

• Demonstrable experience supporting a market-leading home claims handling function
• Experience setting and managing annual and monthly objectives
• Experience providing coaching and development plans
• Experience conducting annual PDRs
• Experience ensuring payments are authorised in line with departmental SLAs
• Experience conducting regular monthly colleague audits
• Experience overseeing technical referrals
• Excellent leadership experience in a call centre environment
• Claims background; home claims highly desirable
• Strong customer and colleague focus
• Excellent communication and coaching skills
• Must be able to complete credit and criminal record checks as part of the referencing process
• Sponsorship is not available for this role

Demonstrates strong leadership and coaching capabilities in managing a team of Home Claims handlers, ensuring high-quality claims processing and adherence to departmental SLAs. Proven experience in setting objectives, conducting audits, and overseeing technical referrals within a claims environment.

• Leadership Experience
• Claims Handling Expertise
• Coaching and Development
• Objective Setting and Management
• Technical Referral Oversight

• Claims Handling
• Objective Management
• PDR Conducting
• Payment Authorization
• Colleague Audits
• Technical Referrals

• Team Motivation
• Effective Communication
• Coaching Skills
• Customer Focus

• Credit Check
• Criminal Record Check

• Home Claims
• Call Centre Environment
• Claims Quality Assurance