Claims Escalations Team Leader
Department: Claims
About the role
We’re looking for an experienced Claims Escalations Team Leader to lead a specialist team handling high-value, complex and sensitive automotive Value-Added Product (VAP) claims.
This is a hands-on technical leadership role where you’ll oversee complex claim decisions, support escalated cases and use your technical and commercial judgement to deliver fair customer outcomes while effectively managing claims costs.
You’ll also coach and develop a team of specialist case handlers, ensuring consistently high standards of decision-making, quality and performance.
What you’ll be doing
- Lead, coach and develop a team of specialist case handlers.
- Oversee high-value, escalated and sensitive VAP claims.
- Act as a specialist assessor for complex cases requiring senior review or escalation.
- Provide technical guidance on complex and high-risk claims.
- Ensure decisions are accurate, consistent and in line with policy terms and regulatory requirements.
- Apply commercial judgement to balance fair customer outcomes with effective claims cost control.
- Identify opportunities to reduce claims leakage and optimise claims spend.
- Monitor claims trends, risks, cost drivers and operational performance.
- Handle sensitive customer interactions and escalations professionally and empathetically.
- Work closely with insurers, repairers, suppliers and senior internal stakeholders.
- Manage team performance, quality assurance and development.
- Support improvements to claims processes, controls and operational efficiency.
What we’re looking for
You’ll have:
- Experience handling high-value or sensitive insurance claims.
- Strong experience assessing complex claims and interpreting policy terms.
- Strong analytical and problem-solving skills with sound commercial judgement.
- Excellent stakeholder management skills, including experience working with senior stakeholders.
- Strong B2B and B2C customer service experience.
- Excellent communication and negotiation skills.
- Strong attention to detail and risk awareness.
- The ability to confidently manage sensitive and escalated situations.
- Extensive knowledge of the automotive Value-Added Products (VAP) industry.
- A strong understanding of claims governance and claims cost drivers.
Previous experience leading or managing a small team and knowledge of claims cost-containment strategies would be advantageous.
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 automotive claims professional with the technical expertise and commercial judgement to handle complex cases and support a specialist team, we’d love to hear from you.
Apply today to join our Claims team.
Pay: £37,000.00-£40,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Store discount
Experience:
- vehicle technician: 2 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
