0161 515 2116 info@mpjrecruitment.co.uk

Motor Claims Team Manager

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Job role insights

  • Date posted

    May 19, 2024

  • Hiring location


  • Offered salary


  • Career level



Location – Leeds

Job Purpose

The Team Leader will be responsible for:

  • The achievement of the team’s targets and operational measures
  • Delivery of a quality service
  • Client service compliance

The Team Leader will report directly to the Operations Manager and support other Team Leaders as and when necessary.

Key Accountabilities

Duties may include but are not limited to:

Leading the Team

  • Take responsibility for establishing a high-performance culture within their team
  • Motivate, innovate and build rapport
  • Take responsibility for own development, working under limited supervision
  • Be flexible in approach, determined and willing to work outside normal office hours where required

Claims Handling and Team Management

  • Review and allocate new claims, ensuring strategies are set and initial reserves are appropriate having regard to the value and complexity of the case (this responsibility may be delegated to suitable handlers under supervision where agreed with the Operations Manager)
  • Approve payments within their financial authority levels
  • Undertake reviews for files handled within their team to ensure individual team members attain the required quality standards
  • Ensure the team create and maintain accurate claims management system records
  • Identify the teams’ training needs and recommend appropriate training solutions to meet performance requirements, drawing on the relevant expertise within the firm
  • Review files progressing to litigation and record reasons & lessons learned

Service Delivery and Compliance

  • Be competent and demonstrate leadership with all relevant IT (Microsoft), Case, BI, and the HR systems, contributing to projects including systems and process development
  • Drive continuous improvement in claims handling, ensuring adherence to client-specific protocols, agreements and delivery of key performance indicators
  • Use appropriate systems to monitor staff performance, productivity, sickness, and holidays
  • Hold regular 1-2-1s with staff to maximise performance and to acknowledge good performance
  • Manage unsatisfactory performance of individuals within the team, liaising with HR where appropriate
  • Assist in the completion of performance reviews in a fair, consistent and timely manner
  • Assist the Operations Manager in the assessment of the capacity of the team to ensure this is aligned with business objectives, strategy and priorities
  • Assist in the recruitment of claims handlers and support staff when requested
  • Undertake presentations to colleagues at various levels in a manner which is motivational and sets expectations for quality and performance standards
  • Ensure the team is kept up to date with internal and external developments, including leading regular team meetings
  • Ensure compliance with statutory and regulatory requirements
  • Actively support and promote the firm’s values and policies in a professional manner
  • Assist in internal and external audits

Client Management

  • Assist with the preparation of client, team and sector analysis and statistics
  • Assist in bulk client file reviews to support policy year, pre-renewal or subject matter initiatives
  • Have excellent communication skills with an ability to engage with clients and effect & manage change
  • Use client knowledge to aid opportunities for the business to extend services or cross-sell

Working Hours 35 hours per week, Monday to Friday, 9am to 5.30pm with 1 unpaid hour for lunch. The office location in Leeds.

Essential Skills & Attributes

  • Highly developed knowledge of processes, systems and procedures
  • Sound technical knowledge of motor claims
  • Excellent analytical and problem-solving skills
  • Excellent understanding of client protocols
  • Excellent understanding of ‘best practice’ and contribute to its development
  • Ability to respond to changing client requirements
  • Excellent communication skills
  • Ability to utilise interpersonal skills to influence and negotiate
  • Ability to provide balanced feedback at an individual level
  • Excellent organisational skills
  • Able to initiate and maintain business relationships
  • Shows commercial awareness in understanding of the market and industry
  • Demonstrates a passion for the business and their role
  • Demonstrates an understanding of business development strategies and a willingness to support

Required Soft Skills

Personal Effectiveness

  • Team Commitment: Encourages and supports others
  • Resilience: Supports others who are experiencing stress
  • Passion for Growth and Improvement: Delivers step change performance improvement
  • Embracing Change: Identifies actions to deliver change

Business Focus

  • Client Care: Works to add value for the client
  • Decision Making: Identifies options and proposals
  • Negotiation, Influence and Persuasion: Creates a calculated impact
  • Commercial Insight: Thinks and acts commercially


  • Developing Others: Develops others’ potential
  • Planning & Directing: Develops coordinated plans
  • Managing Performance: Takes appropriate action
  • Empowering with Accountability: Devolves accountability


Our culture is focused on making the firm sustainable and successful for our people and clients, with our four values at the heart of everything we do:

  • We are connected
  • We are dynamic
  • We are innovative
  • We succeed together


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