Tesco Bank

Claims Team Leader | Total Loss Claims Team | 12 Month Secondment/ FTC

Salary: Starting Salary from £33,040 DOE + benefits

Location: Newcastle. 

Office Attendance: Our roles are hybrid; however, you should be able to travel to the Newcastle office and average of 2 days per week for this position.

Shift: Monday to Friday 9am- 5pm.

Closing Date: 3rd July 2026 at 5pm

At Tesco Insurance, our Claims team does more than handle claims - we help customers through some of life’s most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise.

We’re proud of our NPS and customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we’re building a team that listens, learns, and leads with kindness.

Here, your ideas matter, your growth is supported, and your work makes a real difference - especially when customers need us most.

Opportunity

This is an exciting opportunity for a Claims Team Leader to join our Total Loss Claims Team at Tesco Insurance and Money Services.

We’re recruiting a motivated and organised individual who will lead and manage a team of Total Loss Claims Handlers to ensure the proactive, accurate and cost-effective management of claims from notification through to settlement. You’ll play a key role in delivering fair customer outcomes, maximising salvage returns, and ensuring an excellent customer experience throughout the journey.

The Role

•Leading and managing the team to ensure all Total Loss claims are handled in the correct technical manner, in line with policy cover, valuation principles, legal liability, salvage processes, and departmental, fraud, ABI and FCA guidelines, while maintaining workflow to meet business objectives.

•Managing, developing and motivating your team to ensure both individual and business needs are met, including recruitment, performance management, regular 1:1s, coaching and development, as well as handling grievance and disciplinary matters.

•Maintaining your own and your teams’ technical knowledge across Total Loss processes, including vehicle valuations, settlement negotiation, and salvage, to ensure fair and consistent outcomes for customers and Tesco Insurance.

•Providing day-to-day support and guidance to team members to ensure compliance with company standards, procedures, and systems.

•Conducting regular quality audits and providing structured feedback, taking corrective action where required.

•Managing escalated customer queries or complaints proactively, identifying and agreeing fair resolutions that balance customer needs and business outcomes.

•Producing accurate and timely MI and reports in line with organisational requirements.

•Identifying trends, risks and opportunities for continuous improvement, particularly in areas such as valuations, settlement times, and customer experience, and working with stakeholders to implement improvements.

•Working closely with internal and external stakeholders (e.g. salvage agents, engineers, underwriting, fraud and intelligence teams) to deliver the best outcomes for customers and the business.

•Complying with PRA and Data Protection Act protocols and rules

We need you to have (minimum experience)

•Experience creating a high-performing team environment, with the ability to drive engagement, build capability and support succession planning.

•Ability to lead and manage a team to ensure claims are handled accurately, efficiently and in line with policy, regulatory requirements and internal processes, while meeting business objectives.

•Experience within the Claims and Insurance industry, ideally with exposure to motor claims and Total Loss handling. We will also consider experienced people leaders within Financial Services.

•Strong understanding of insurance principles, including indemnity and vehicle valuation methodologies within a Total Loss environment.

•Knowledge of motor claims, including vehicle damage, liability considerations, and familiarity with Total Loss settlement and salvage processes.

•Previous experience working in a regulated environment, with an understanding of governance and compliance requirements, particularly FCA guidelines (desirable).

•Experience collaborating with a wide range of stakeholders, including underwriting, product, engineering, and fraud teams.

•Strong coaching and development capability, with a focus on building technical expertise and consistency across your team.

•Excellent communication skills (verbal, written and presentation).

•Strong influencing and negotiation skills, with the ability to make sound, evidence-based decisions.

•A results-focused mindset, with resilience and the ability to perform well under pressure.

•Good system skills, including experience working across multiple platforms and using MS Excel, Word and PowerPoint.

What’s in it for you?

•Prepare for your retirement with our colleague pension scheme.

•Virtual GP Service for you and your family 365 days a year.

•Performance related annual bonus.

•Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.

•Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday. As an added perk, we’ll give you a second card to share with someone else.

•Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.

•A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.

•Take part in our Buy as you Earn and Save as your Earn share schemes.

Everyone’s Welcome

We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

Interviews

Interviews are expected to be held from June/ July 2026.