Customer Claims Team Leader- FTC

As the Claims Customer Team Leader at Zego, you will be responsible for overseeing a team of our Customer Claims Handlers/FNOL team, your primary focus will be on managing the day-to-day operations of the team, ensuring that customer contacts are handled proactively but with laser focus on quality and excellence whilst also understanding applying a commercial and pragmatic approach. This role requires strong leadership skills, a deep understanding of motor insurance and customer service, and the ability to work collaboratively across various departments., Team Leadership & Management:

• You will lead, manage, and develop a team of Customer Claims Handlers, fostering a culture of excellence and continuous improvement.
• You will set clear performance expectations, conduct regular reviews, and provide ongoing coaching and support to team members.
• You will ensure the team operates efficiently, with well-defined roles, responsibilities, and objectives.
• You will undertake regular 121 review sessions with your team members in accordance with frequency agreed with your line manager and ensure development plans and priorities are in place to ensure continuous improvement through self learning including growth and goal setting.
• You will own the strategy and team capacity planning ensuring the right people are in the right place and the right volumes are coming through to the team.
Operational Management:
• You will manage the daily operations of the Customer Claims team working predominantly on the phones, including case assignment, workload distribution, and process optimisation.
• You will develop and implement best practices for fraud detection, ensuring operational efficiency and effectiveness.
• You will monitor key performance indicators (KPIs) to track team performance and identify areas for improvement.
• We are looking for a dedicated and flexible individual to join our team. This position requires availability to work 40 hours per week. Our standard working hours include weekdays, evenings and weekends, and you will be expected to work a 5 out of 7 days per week shift schedule
• Monday to Friday: shifts will run until 9pm
• Saturday: shifts will run between 8am - 5pm
• Sunday: shifts will run between 10am - 5pm
You will receive your work schedule in advance, and your shifts will be allocated within these hours based on business needs. Flexibility is required as shift assignments may vary.
• We are also looking for someone who can take on a Fixed Term Contract for 12 months initially.
Training & Development:
• You will identify training needs within the team and provide appropriate development opportunities to enhance skills and knowledge.
• You will complete regular quality audits on calls.
• You will stay up-to-date with the latest trends and techniques in delivering best customer service and fraud prevention, and ensure the team is informed of relevant updates.
  
  You will have previous demonstrable experience within motor insurance.
• You will have great previous experience in coaching and mentoring.
• You will have great communication and organisational skills.
• You will have strong analytical skills.
  
  At Zego, we understand that traditional motor insurance holds good drivers back. It's too complicated, too expensive, and it doesn't reflect how well you actually drive. Since 2016, we have been on a mission to change that by offering the lowest priced insurance for good drivers.
From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We've sold tens of millions of policies and raised over $200 million in funding and picked up numerous awards, including the Insurance Claims Team Of The Year 2024 as awarded at The Insurance Post's Claims & Fraud Awards. And we're only just getting started.


• You will be someone who has a continuous improvement mindset.
• You'll be able to work shifts between Monday to Sunday.
• You'll be able to commit to a 12 month Fixed Term Contract.
• You'll be able to commute to our Halifax office once or twice per week.
How we work We believe that teams work better when they have time to collaborate and space to get things done. We call it Zego Hybrid. Our hybrid way of working is unique. We don't mandate fixed office days. Instead, we foster a flexible approach that empowers every Zegon to perform at their best. We ask you to spend one or two days a week in our Halifax office. You have the flexibility to choose the day that works best for you and your team. We cover the costs for all company-wide events (3 per year), and also provide a separate hybrid contribution to help pay towards other travel costs. We think it's a good mix of collaborative face time and flexible home-working, setting us up to achieve the right balance between work and life., We reward our people well. Join us and you'll get a market-competitive salary, private medical insurance, company share options, generous holiday allowance, and a whole lot of wellbeing benefits. And that's just for starters.