Claims Team Leaders

Claims Team Leaders

Salford Quays
£28,000 - £32,000
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We have big plans here at First Central and are looking for 2 Claims Team Leaders to join our talented Claims team in Salford Quays, Manchester.

Do you love motivating people?

This is a brilliant opportunity to use your solid leadership skills to really add value and drive the team to provide an excellent service whilst ensuring all claims are resolved in a timely manner.

Job responsibilities
  •  Set targets for agents and provide coaching and mentoring to achieve KPIs and behaviour targets 
  • Support negotiators in dealing with customer objections and resolving and logging complaints appropriately to avoid complaints escalation when appropriate
  • Monitor negotiators’ performance to ensure they’re following company policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
  • Conduct regular performance reviews, including probationary reviews and annual appraisals, and gauge and assign negotiator positions against the framework
  • Deal with all employee issues including monitoring absence, supporting the disciplinary process and resolving employee issues with support from the Claims Operations Managers and HR when required
  • Support the recruitment process including assisting with the interviewing and training of new recruits, or re-training of current employees when required
  • Assist and support the departmental resource planning team with employee shifts and working patterns to ensure optimal staffing levels and manage the workload of the team
  • Encourage and drive a reduction in ACPC ensuring the Claims Management team is kept up to date with relevant data
  • Support the Resource Planning team by observing real-time telephony system and claims campaigns to ensure SLAs and KPIs are achieved
  • Ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards and regulations at all times (including TCF)
 Skills, knowledge & experience
  • Strong leadership and management skills, with the ability to motivate employees in a high-pressured environment
  • Influencing and negotiation skills
  • Problem-solving skills with the ability to adopt a logical approach to resolving problems
  • Solid understanding of all aspects of motor claims handling, including third party property damage and credit hire
  • Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to claims
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • A day off for your birthday
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

If you’d like to work for an award-winning employer in a fast-paced environment, apply now!

​We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

Get your birthday off

We give you an extra day off to celebrate your special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.