Customer Claims Team Leader
Salary from £32,000 dependant on experience
Blackburn
Full-Time 37.5 Hours Per Week

We are currently recruiting for an experienced Customer Claims Team Leader to join a growing and highly respected legal organisation based in Blackburn. This is an excellent opportunity for a confident and motivated leader to manage a team within a fast-paced, regulated claims environment. You will play a key role in supporting performance, maintaining compliance standards, and ensuring customers receive an exceptional level of service throughout their claims journey.

The successful candidate will be passionate about developing people, improving processes, and leading from the front in a quality-focused environment.
The Role Reporting into the Head of Operations, you will oversee the day-to-day performance and development of a team of Customer Claims Handlers. You will be responsible for driving KPI achievement, maintaining quality and compliance standards, and supporting the ongoing growth of the department.

This role would suit someone with previous experience leading teams within claims, customer service, legal services, financial services, or a contact centre environment.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Claims Handlers
• Monitor team performance against KPIs, service levels, and quality standards
• Conduct regular 1-1s, appraisals, and performance reviews
• Manage workflow and allocate caseloads effectively
• Support and develop team members through coaching and training
• Handle escalated customer queries and complaints professionally
• Monitor compliance with regulatory and internal standards
• Work closely with Compliance, HR, Training, and Operations teams
• Identify areas for continuous improvement within processes and service delivery
• Support recruitment, onboarding, and induction of new starters
• Assist with performance management, conduct, and absence management where required

What We’re Looking For

• Previous experience managing or supervising a team within a customer service, claims, legal, or contact centre environment
• Strong people management and coaching skills
• Proven ability to drive performance and KPI achievement
• Experience handling complaints and escalated customer issues
• Excellent communication and organisational skills
• Ability to work effectively within a fast-paced environment
• Confident using CRM or case management systems and Microsoft Office
• Professional, resilient, and solutions-focused approach

Desirable Experience

• Experience within legal services, financial services, or claims management
• Understanding of regulated environments and compliance standards
• Knowledge of SRA regulations or FCA Consumer Duty principles

What’s on Offer

• Competitive salary
• Modern office environment in Blackburn
• Career progression opportunities within a growing business
• Supportive and collaborative working culture
• Ongoing training and development

If you are an experienced team leader looking for your next opportunity within a growing and professional organisation, we would love to hear from you.
Apply today with your up-to-date CV.