Team Manager – Insurance & Claims Operations

Location: Weston Super Mare

Job Type: Full-time

Department: Customer Operations / Claims Management

About the Role

We are seeking an experienced and motivated Team Manager to join a leading Insurance and Claims provider. This is an exciting opportunity for someone who is passionate about service delivery, people development, and customer excellence.

As Team Manager, you will play a key role in leading and developing a high-performing team, ensuring exceptional service delivery for every customer. Through effective coaching, mentoring, performance management, and leadership, you will inspire your team to exceed expectations while maintaining a customer-first culture.

You will be responsible for creating an environment where people thrive, performance targets are achieved, and customer outcomes meet both regulatory and business standards.

Working closely with manufacturers and suppliers worldwide, your team will support the sourcing, ordering, and supply of parts and materials required to fulfil insurance claims and service requests.

Key Responsibilities

• Lead, motivate and inspire team members to consistently meet key deadlines and service level agreements (SLAs).
• Provide coaching, mentoring, development, and support to maximise individual and team performance.
• Conduct regular Performance Development Reviews, delivering constructive feedback and supporting career growth.
• Manage team and individual workloads to ensure resources are effectively utilised.
• Address staffing matters including attendance, performance, and disciplinary issues.
• Analyse performance data and management information to identify trends and opportunities for improvement.
• Work collaboratively with support functions to improve systems, processes, and operational efficiencies.
• Build strong relationships with clients, suppliers, and key stakeholders.
• Work closely with other Team Managers to ensure seamless customer journeys across departments.
• Successfully assess and implement new business activity and workflows into the team.
• Develop and maintain robust training plans and skills matrices to support multi-skilled teams.
• Ensure adherence to company policies, documented procedures, and regulatory requirements.
• Maintain high standards of compliance and demonstrate competence within your role and across your team.

Skills & Experience Required

We’re looking for someone who brings:

• Previous experience managing teams within a multi-channel contact centre environment.
• Proven ability to motivate, engage and develop high-performing teams.
• Experience working within a regulated environment, ideally within insurance or claims operations.
• Strong understanding of customer service principles and customer journey management.
• Excellent performance management experience within a fast-paced, target-driven environment.
• Strong analytical skills with the ability to interpret and use management information effectively.
• Excellent organisational and prioritisation skills.
• Strong problem-solving and decision-making capabilities.
• Outstanding communication skills with the ability to adapt messaging for different audiences.
• Experience building relationships and collaborating across teams and stakeholders.
• Knowledge of claims processes, complaints handling, systems, and company procedures would be advantageous.

Core CompetenciesBehavioural Competencies

• Communication
• Adaptability
• Problem Solving
• Treating Customers Fairly
• Personal Drive & Commitment

Technical Competencies

• Systems knowledge
• Compliance
• Processes & Procedures
• Specialist/Product/Service knowledge
• Qualifications

Why Join Us?

• Opportunity to lead and develop a talented team
• A collaborative and supportive working environment
• Career progression and development opportunities
• Work for an organisation committed to delivering exceptional customer outcomes
• Be part of a business where people and customer experience are at the heart of everything we do

Apply today and help shape a high-performing team that delivers outstanding customer experiences.