Repairer Support Team Leader
Location: Harlow
Department: Claims
About the role
We’re looking for a confident and proactive Repairer Support Team Leader to join our Claims team in Harlow.
You’ll lead and develop a team responsible for supporting repairers, dealerships, suppliers and customers with value-add product (VAP) claims and enquiries.
This is a hands-on leadership role where you’ll manage day-to-day team performance, coach and develop colleagues, support claim decisions and ensure enquiries and cases are progressed efficiently.
What you’ll be doing
- Lead, coach and develop the Repairer Support Team.
- Manage day-to-day performance, workloads, service levels and quality.
- Hold regular one-to-ones, performance reviews and team briefings.
- Support colleagues with claim enquiries, policy interpretation and claim outcomes.
- Oversee inbound and outbound communication with repairers, dealerships, suppliers and customers.
- Ensure lower-complexity claims are assessed accurately and in line with product terms and procedures.
- Act as an escalation point for customer and partner enquiries, complaints and service issues.
- Monitor performance including call volumes, case volumes, quality, customer satisfaction and productivity.
- Build strong relationships with repairers, dealerships, suppliers and internal teams.
- Identify opportunities to improve processes, reduce delays and deliver a better claims experience.
What we’re looking for
You’ll be a confident people leader who enjoys working in a fast-paced, customer-focused environment.
You’ll have:
- Experience leading, supervising or coaching a team.
- Excellent customer service and communication skills.
- Strong organisational skills and the ability to prioritise.
- Confidence handling challenging conversations and escalations.
- The ability to work effectively under pressure.
- Good Microsoft Word and Excel skills.
- Comprehensive knowledge of motor vehicles.
Experience within an FCA-regulated environment is desirable but not essential. A background in insurance product administration or claims resolution, or a relevant technical qualification such as a City & Guilds or NVQ, would also be beneficial.
Our values
Stronger Together – One family
Bold – The courage to do what’s right
Respectful – Every interaction matters
Agile – Embrace change and use initiative
Make it happen – Own it with pride
If you’re an experienced Team Leader with strong customer service skills and automotive knowledge, and you’re ready for your next challenge, we’d love to hear from you.
Apply today to join our Claims team in Harlow.
Pay: £35,000.00-£38,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Store discount
Experience:
- team leading: 2 years (required)
- call centre: 3 years (required)
Work Location: In person
