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 people-focused leader who is passionate about coaching, developing and supporting teams to achieve their full potential. The successful candidate will play a key role in creating a positive team culture, driving performance through effective leadership and ensuring customers receive an exceptional service throughout their claims journey.
We are looking for someone who leads by example, enjoys developing others and can balance performance management with genuine coaching and mentoring.
The Role
Reporting to the Head of Operations, you will oversee the day-to-day management, performance and development of a team of Customer Claims Handlers.
You will be responsible for ensuring service standards are maintained, supporting individual development, improving team capability and creating an engaged and high-performing team environment.
This role would suit an experienced Team Leader, Supervisor or Manager from a customer service, claims, legal services, financial services or contact centre background who has a strong track record of coaching and developing people.
Key Responsibilities
Whilst you are comfortable managing KPIs and service levels, your greatest strength is developing people, building confidence and creating an environment where individuals can thrive and progress.
What's on Offer
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 people-focused leader who is passionate about coaching, developing and supporting teams to achieve their full potential. The successful candidate will play a key role in creating a positive team culture, driving performance through effective leadership and ensuring customers receive an exceptional service throughout their claims journey.
We are looking for someone who leads by example, enjoys developing others and can balance performance management with genuine coaching and mentoring.
The Role
Reporting to the Head of Operations, you will oversee the day-to-day management, performance and development of a team of Customer Claims Handlers.
You will be responsible for ensuring service standards are maintained, supporting individual development, improving team capability and creating an engaged and high-performing team environment.
This role would suit an experienced Team Leader, Supervisor or Manager from a customer service, claims, legal services, financial services or contact centre background who has a strong track record of coaching and developing people.
Key Responsibilities
- Lead, coach and motivate a team of Customer Claims Handlers
- Conduct regular one-to-ones, performance reviews and development meetings
- Deliver effective coaching sessions to support individual and team growth
- Create and implement personal development plans for team members
- Monitor team performance against KPIs, service levels and quality standards
- Foster a positive, supportive and accountable team culture
- Manage workflow and allocate caseloads effectively
- Support team members through training, mentoring and ongoing development
- Handle escalated customer queries and complaints professionally
- Ensure compliance with regulatory and internal standards
- Work closely with Operations, Compliance, HR and Training teams
- Identify opportunities for process improvements and enhanced customer outcomes
- Support recruitment, onboarding and induction of new employees
- Assist with performance management, conduct and absence management when required
- Previous experience leading, supervising or managing a team within customer service, claims, legal services, financial services or a contact centre environment
- Demonstrable experience coaching and developing employees to improve performance and confidence
- A people-first leadership style with a genuine passion for developing others
- Strong communication, interpersonal and relationship-building skills
- Experience conducting one-to-ones, appraisals and performance reviews
- Ability to motivate, engage and inspire teams to achieve their potential
- Strong organisational and problem-solving skills
- Experience handling escalated customer issues and complaints
- Confident using CRM, case management systems and Microsoft Office
- Professional, resilient and solutions-focused approach
- 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
- Experience supporting employee engagement and retention initiatives
Whilst you are comfortable managing KPIs and service levels, your greatest strength is developing people, building confidence and creating an environment where individuals can thrive and progress.
What's on Offer
- Competitive salary from £32,000 dependant on experience
- Modern office environment in Blackburn
- Excellent career progression opportunities
- Supportive and collaborative leadership team
- Ongoing training and professional development
- Growing and ambitious organisation
- Positive and people-focused culture
Apply today with your up-to-date CV.