Home Claims (Technical) Team Leader

  • Quay St, Manchester M3, UK
  • Full-time
  • Salary: Competitive
  • Department: Claims
  • Working Hours: 37.5

Company Description

Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.

Job Description

The purpose of this role is to oversee the day to day management of a Home Claims team and to provide an environment that informs continuous improvement across all strategic areas, to play strong as one and work hard to maintain engagement across the operation.

·       To ensure a strong focus remains on the customer journey through all channels of communication, understanding what’s most important for our customer and ace what matters most.

·       Through proactive management of your team, identify customer service improvements and operational efficiencies that positively contribute towards the delivery of Business KPI’s and cost saving initiatives.

·       To be self- motivated and accountable to ensure that the Home Claims Business Objectives are delivered.

·       Resolve complex complaints from customers, handle complaint in a sympathetic manner, moving the complaint forward to a successful conclusion.

·       Leverage efficiencies in the customer journey through technology and support the development of supplier validation tools/desktop strategies, promoting a positive attitude to change amongst your team.     


·       Extensive and thorough Home Claims knowledge built within the insurance industry in a large organisation.

·       Forward thinking and focused, the jobholder will strive to continually improve processes, quality and performance.

·       Evidence of coaching and developing people dedicated to frontline customer support in a targeted environment.

·       Evidence of managing a team at a loss adjuster or other insurance company.

·       Numeracy and literacy to GCSE level (Maths and English – Grade C and above) or equivalent.

·       Computer Skills (including the Internet)

·       Legal framework (Financial Ombudsman Service rulings and recent case law).

·       FCA and Regulatory Compliance.

·       Knowledge of Claims processes and systems.

·       Knowledge of ABI Household and Property Agreements.

·       Awareness of fraud indicators.    

Additional Information


  • 25 days holiday plus bank holidays 
  • 25% discount on esure & Sheila’s Wheels insurance (10% for immediate family) or a guarantee to beat any other insurer’s renewal quote on both home and car insurance 
  • 15% Discount on esure and Sheila’s Wheels Travel Insurance 
  • Discretional bonus 
  • BUPA - Private medical cover for eligible colleagues
  • Flu Jabs and Eye Care - Free flu jabs every winter, free eye tests every two years and £50 towards VDU glasses

In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance.

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