Customer Claims Manager
- Lancashire
- Call Centre & Customer Service
Customer Claims Manager
Salary from £32,000 dependant on experience
Blackburn
Full-Time | 37.5 Hours Per Week
We are currently recruiting for an experienced Customer Claims Manager to join a growing and highly respected legal organisation based in Blackburn. This is an excellent opportunity for a confident and motivated leader to oversee a large customer service and claims function within a fast-paced, regulated environment. The successful candidate will manage circa 30 staff, organised into pods with Team Leaders reporting directly into the Manager role. This position sits specifically over the customer service function and works closely alongside the wider operations team.
You will play a key role in driving performance, maintaining compliance standards, developing leaders within the department, 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 the wider customer claims function, supporting Team Leaders and their teams to achieve KPI, service, and quality targets.
This role would suit someone with previous experience managing larger operational teams within claims, customer service, legal services, financial services, or a contact centre environment.
Key Responsibilities
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
If you are an experienced operational 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.
Salary from £32,000 dependant on experience
Blackburn
Full-Time | 37.5 Hours Per Week
We are currently recruiting for an experienced Customer Claims Manager to join a growing and highly respected legal organisation based in Blackburn. This is an excellent opportunity for a confident and motivated leader to oversee a large customer service and claims function within a fast-paced, regulated environment. The successful candidate will manage circa 30 staff, organised into pods with Team Leaders reporting directly into the Manager role. This position sits specifically over the customer service function and works closely alongside the wider operations team.
You will play a key role in driving performance, maintaining compliance standards, developing leaders within the department, 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 the wider customer claims function, supporting Team Leaders and their teams to achieve KPI, service, and quality targets.
This role would suit someone with previous experience managing larger operational teams within claims, customer service, legal services, financial services, or a contact centre environment.
Key Responsibilities
- Lead, coach, and develop Team Leaders and Customer Claims teams.
- Oversee the performance of circa 30 staff across multiple pods.
- Monitor department performance against KPIs, service levels, and quality standards.
- Conduct regular reviews, coaching sessions, and performance management discussions.
- Support Team Leaders with escalations, conduct, absence, and development plans.
- Drive high standards of customer service and regulatory compliance.
- Manage workflow and resource allocation across the department.
- Handle escalated customer complaints and complex queries professionally.
- Work closely with Compliance, HR, Training, and Operations teams.
- Identify opportunities for continuous improvement across processes and service delivery.
- Support recruitment, onboarding, and growth within the department.
- Previous experience managing Team Leaders or large teams within a customer service, claims, legal, or contact centre environment.
- Strong leadership, coaching, and people management skills.
- Proven ability to drive performance and KPI achievement across multiple teams.
- Experience handling escalated customer issues and complaints.
- Excellent communication, organisation, and stakeholder management 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 dependant on experience.
- 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 operational 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.