Claimant Enquiry Service Team Leader

  • Stockton-on-Tees
  • Permanent
  • Mon Dec 22 15:17:32 2025
  • 502206

Hours: Shift pattern covering operating hours:

  • Monday to Friday: 8:00 AM – 8:00 PM
  • Saturday: 9:00 AM – 5:00 PM

About the Role

We are looking for an experienced and motivated Team Manager to lead and develop a team of Claimant Advisers within our Contact Centre. This is a hybrid role requiring strong leadership, performance management, and a passion for delivering exceptional service.

Key Responsibilities

  • Manage and develop a team of Claimant Advisers through monthly 1-2-1s, annual appraisals, and personal development plans.
  • Monitor team performance daily, weekly, and monthly, ensuring Target Performance Levels are consistently achieved.
  • Collate and generate Management Information (MI) to share team results across the business.
  • Oversee inbound telephony and resource allocation to maintain service levels.
  • Conduct workload reviews and produce weekly performance forecasts.
  • Perform assurance and quality checks to maintain compliance and identify best practices.
  • Address issues related to timekeeping, conduct, and performance promptly, liaising with the People Team where necessary.
  • Ensure adherence to policies and processes, including Quality Assurance, Compliance, and Data Protection.
  • Monitor and manage the enquiries mailbox for timely, high-quality responses.
  • Champion process improvements and continuous improvement initiatives.
  • Promote best practice sharing within the team to build a high-performing culture.
  • Participate in Contact Centre management meetings and communications.
  • Deputise for the Enquiry Service Manager and provide leadership cover across other claimant support teams when required.
  • Provide administrative support as directed by the Enquiry Service Manager.

What We’re Looking For

  • Proven experience in team leadership and performance management.
  • Strong organisational and communication skills.
  • Ability to analyse data and produce actionable insights.
  • Knowledge of compliance and quality assurance processes.
  • Proactive approach to problem-solving and process improvement.

Interested? Apply today