Primary Details

Time Type: Full time Worker Type: Employee The purpose of this role is to oversee and coordinate the daily operations of a team of Claims staff, ensuring efficient handling and resolution of claims under the team's responsibility.

Motor Claims Team Leader

Leeds/Hybrid

The Opportunity

We are looking for a Motor Claims Team Leader to oversee a team of Motor Claims First Response Customer Advisors. The role involves managing daily operations, mentoring and developing team members, and upholding high standards of customer service and compliance. The ideal candidate will drive efficiency and effectiveness in the vital first notification claims journey, ensuring an empathetic customer experience, whilst nurturing a collaborative and performance-focussed team culture

Our Claims team is a dynamic, high-performing group, constantly adapting to the evolving needs of our business and customers. With over 500 talented professionals across the UK and Europe, we are proud to represent the strength and diversity of QBE. Handling over 200,000 claims each year, we are a market leader known for our excellence, technical expertise, and commitment to delivering outstanding customer service.

If you're passionate about making an impact and shaping the future of claims, this is the place for you!

Your new role 

• Lead and manage a team of Motor Claims First Response Customer Advisors, ensuring a high level of performance & compliance with internal SLAs, Statutory and Corporate service standards
• Regularly deliver in the moment coaching to improve individual performance, implement development and foster career progression plans for all direct reports
• Identify process issues impacting on customer experience or indemnity spend and make recommendations to resolve 
• Support and embed process change as required
• Consistently reach out to customers to understand need, deliver solutions that enhance the customer experience and ensure customer retention.
• Utilise & interpret data to understand claims performance, identify issues and track performance improvement arising from change initiatives 

About you 

• Previous leadership experience within insurance desirable
• Confidence to proactively make in the moment decisions and effectively handle challenging conversation, whilst balancing necessary tones of understanding and empathy.
• Excellent team player
• Good organisational, data and analytical skills
• Able to use MS office applications, Word, Excel, PowerPoint
• Interpersonal and communication skills with ability to influence key stakeholders
• Able to produce detailed reports at various levels
• Track record in delivering superb ‘above and beyond’ customer service
• Understanding of change and automation

Why QBE? At My Best?? 

?At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA.?? 

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.?? 

QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation (https://careers/flex-qbe/).? 

With more than more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind.??