Operations Team Leader

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We are an established provider of market-leading outsourced solutions for insurers, corporate fleets, brokers, vehicle manufacturers, and third‑party claims administrators, and we have just celebrated our 10th anniversary. We have an excellent reputation for the outstanding service we deliver for our 10,000 customers per month. We’ve created a very entrepreneurial and dynamic environment and our Board and Management team are studiously focused on delivering growth for the long‑term by continually investing in our people, culture, and infrastructure in the short term.

We have a workforce of just over 150 and a turnover of £40M and we have a clear purpose and vision to strategically deliver ambitious growth over the next 3 years.

The operations department is the beating heart of the business working closely with other areas across the business. It provides a one‑stop, second‑to‑none claims handling service, from FNOL, ongoing mobility, and repair management through to the processing of the final invoice. Service delivery to the client as well as the business partner is critical alongside the achievement of key performance indicators.

Proactive people with demonstrable excellence are required to support the operational teams.

The Team Leader is responsible for inspiring and motivating their teams through embedding and adhering to the company’s core values. Managing the team on a day‑to‑day basis, you will be monitoring performance, providing feedback, and ensuring that the team is effective in delivering a quality service to customers.

• A responsible attitude always championing company values, leading by example and inspiring others.
• Supporting new starters during their initial weeks, setting clear objectives and monitoring progress.
• Mentoring and coaching team members to develop skills and knowledge, encouraging learning and development opportunities.
• Ensuring the team is aligned to the company vision and understands the part they play in achieving overall objectives.
• Setting clear goals and ensuring feedback is given positively and constructively.
• Conducting regular team meetings to communicate updates, review performance and share business‑critical information.

• Understanding and championing performance expectations/objectives, giving constructive feedback and developing individuals skills and knowledge.
• Creating unique Personal Development Plans for each team member, tailored to improve skills, knowledge, and capability.
• Conducting monthly reviews with each team member to monitor progress of personal development objectives.

• Supporting the delivery of company objectives and department KPIs.
• Maintaining visibility of each team member’s performance through regular audits and MI reporting.
• Conducting full performance reviews throughout the 6‑month journey and for underperforming members, identifying training or development needs.
• Focusing on customer service, ensuring satisfaction is measured and data intelligence used to improve performance.
• Taking personal accountability and responsibility for you and your team’s actions.

• Understanding and delivering key client drivers.
• Having full visibility of contractual SLAs and monitoring performance to keep within agreements.
• Undertaking monthly performance/relationship calls with the internal Commercial Lead.
• Attending and contributing to quarterly performance meetings with the internal Commercial Lead.
• Achieving and delivering budgeted operational performance measures.

• Good knowledge of Proclaim or similar Claims Management system.
• Considerable experience in claims handling for both fault and non‑fault claims.
• Awareness and experience of risks and exposures within claims handling, identifying issues early.
• Monitoring customer service levels across the team and liaising to resolve issues.
• Strong Excel skills, able to create informative reports and analysis.
• Excellent client relationship handling skills.
• Awareness of the customer…