Serving our customers, communities, and planet a little better every day.
Salary: Starting Salary £28,720 FT + benefits, DOE.
WL1
Location: Newcastle. Blended contract with opportunity for some office based and hybrid working
Shifts: Monday to Wednesday between hours 08:00 - 20:00, with 1 in 6 Sat or Sun.
Closing Date: 26th February 2025.
This is an exciting opportunity as a Claims Team Leader within the Claims Customer Services Team. You’ll lead a team of Claims Handlers to ensure the proactive and cost-effective management and resolution of all claims and liabilities whilst ensuring the delivery of exceptional customer service.
The Role
1. Leading the team to ensure all claims are managed in the correct technical manner, in accordance with policy cover, legal liability, and departmental & fraud guidelines, and that workflow is maintained in order to meet business objectives.
2. Motivating your team to ensure the needs of the individual and business are met, including recruitment and selection, performance management, including regular 1:1 meetings, coaching and development and grievance and disciplinary handling.
3. Maintaining your own and your teams’ technical knowledge to ensure the delivery of excellent customer service and a fair settlement of the claim is achieved for both the customer and our organisation.
4. Providing job related support to team members, to ensure compliance with company standards, procedures and systems.
5. Conducting regular quality management audits and provide individual feedback taking corrective action where appropriate.
6. Managing escalated customer complaints/queries proactively; identify and agree resolutions that meet the needs of the customer and our organisation.
7. Producing accurate and timely reports in accordance with Company requirements.
8. Identifying trends, risks and areas of continuous improvement and work with colleagues/peers to explore how these might, if appropriate, be developed and embedded in our organisation.
9. Complying with protocols and rules.
You’ll bring:
1. Proven experience of managing and motivating staff, including recruitment, managing talent and underperformance, absence management, discipline and grievances.
2. Knowledge of working in Claims is desirable.
3. Knowledge of Credit Hire claims handling is desirable.
4. Good knowledge of the insurance industry is advantageous.
5. Previous experience of working in a regulated environment, knowledge of governance and compliance requirements.
6. Ability to coach and develop staff; contribute and succession planning activities.
7. Demonstrating effective communication skills; oral written and presentation skills.
8. Proven influencing and negotiation skills; ability to exercise sound judgement and make decisions.
9. Results focused with a proven track record of delivery; able to demonstrate tenacity and resilience and work well under pressure.
10. Ability to work in multiple systems simultaneously and good skills on MS Excel, PowerPoint and Word.
What’s in it for you?
1. Prepare for your retirement with our colleague pension scheme.
2. Virtual GP Service for you and your family 365 days a year.
3. Performance related annual bonus.
4. Indulge in a generous holiday allowance of 7.2 weeks, with the opportunity to buy more.
5. Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increases to 15% every payday (worth up to £2K). As an added perk, we’ll give you a second card to share with someone else.
6. Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
7. A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
8. Take part in our Buy as you Earn and Save as you Earn share schemes.
Everyone’s welcome
We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.
We also know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need, as we’re committed to exploring part time and flexible working opportunities, at every level of the organisation.
Additional Information
Interviews
Interviews are expected to be held from February 2025.
Why Tesco Insurance and Money Services?
Seeing your impact all around you: there's no better feeling. Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.
We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome. So, if you want a career where you can do good and feel good, you've found it.
Let's make everyday a little better.
Our story
Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference. We began life in 1997 and now help more than 2 million customers protect what matters to them.
We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centres are open seven days a week.
Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.
How to apply
We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals. Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!
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