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Claims Technician Team Leader

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Claims Technician Team Leader

Reporting to: Claims Manager
Department: Client Services – Technical

About the Role

This is a fantastic opportunity to join one of the fastest-growing and innovative insurance companies in the UK. The Team Leader provides management, leadership and coaching to the team members to ensure the team achieves quality and team productivity standards, through the development, coaching, training and engagement of the individual team members.


Role Responsibilities:

  • Managing and developing the team members to ensure they are effective
  • Monitoring performance at team and individual level against the balanced score cards and taking the necessary actions to ensure that the team and team members are achieving their full potential
  • Reviewing individual and team performance, identifying training needs and planning training sessions with the training team
  • Coaching, motivating and retaining team members through coaching
  • Conduct annual performance reviews and monthly 121’s
  • Identifying under-performance and taking remedial action
  • Managing first stage performance management process
  • Recognising discretionary effort and rewarding appropriately
  • Ensuring adherence to working protocols and practices
  • Liaising with team members to gather information and resolve issues
  • Liaising with all other departments to resolve customer issues
  • Maintaining up-to-date knowledge of industry developments such as compliance and treating customers fairly
  • Planning and managing change
  • To refer to a manager when any work falls outside their area of knowledge or expertise


Personal Qualities

  • Able to identify good customer service qualities to support our customer centric environment
  • Natural leadership and mentoring skills, strive to deliver and lead by example
  • Excellent verbal and written communication skills in English essential
  • Understanding commercial position on particular claims
  • Numerate and possessing relevant PC skills – Word & Outlook (essential), Excel (desirable)
  • Able to strike a balance between demonstrating empathy with the customer whilst making clear the policy wording/conditions.
  • An effective team worker and demonstrates the ability to take responsibility for resolving issues/problems
  • Good attention to detail and able to work accurately to meet strict
  • Dependability, attention to details, and ability to follow and interpret procedures in a fast paced, high volume work environment
  • Effective organisational, interpersonal, and communication skills required to help resolve routine problems, answer general questions, and know when to escalate more complex issues
  • Adaptable to change, in a continually expanding
  • Excellent telephone manner



  • Claims Assessor experience, background in travel insurance desirable
  • Call centre environment essential


What’s next

Interested in working with us? Send us a cover letter and your CV or resume explaining why you’d be great for the job. We value your unique talents and point of view, so feel free to tell us what you are all about.

At tifgroup, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. tifgroup is an equal opportunity employer. We do not discriminate on the basis of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

Tif Group, Culture & Values
Culture & Values

We support a platform of creativity and experimentation, where learnings and outcomes are valued, where passion and innovation collide.

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1 Tower View
Kings Hill
West Mallingx
ME19 4UY
+44 (0) 203 829 3813