General information

Job Title
Claims Team Leader
Ref #
9485
Location
Newcastle - Q8 Building, Quorum Business Park, Longbenton, NE12 8BU, United Kingdom
Department
Claims Customer Service (new)
Business Area
Claims Customer Experience
Working time
Full-Time
Date Published
13-02-2026

Serving our customers, communities, and planet a little better every day.

Claims Team Leader | Claims Customer Service

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

Location: Newcastle. 

Office Attendance: Our roles are hybrid; however, you should be able to travel to the Newcastle office an average of 2 days per week (minimum/ subject to business requirements) for this position.
 
Shift: Training will be office based, Monday – Friday, 9am-5pm. After training and once competent in role, a hybrid working pattern can be agreed locally under a rotational shift (working 1 weekend in 7), during opening hours (Monday - Friday; 8am-8pm and Saturday & Sunday; 9am-5pm).

Closing Date: 27th February 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 an experienced Claims Team Leader to join our Claims Customer Service Team. You’ll lead and manage your team to ensure the proactive and cost-effective management and resolution of all claims and liabilities whilst ensuring the delivery of exceptional customer service.

The Role
• Leading and managing the team to ensure all claims are managed in the correct technical manner, in accordance with policy cover, legal liability, and departmental, fraud, ABI and FCA Guidelines, and that workflow is maintained in order to meet business objectives.
• Managing and motivating your team to ensure the needs of the individual and business are met, including recruitment and selection, performance management, including regular 1:1 meetings, coaching and development and grievance and disciplinary handling.
• Maintaining your own and your teams’ technical knowledge to ensure the delivery of excellent customer service and a fair settlement of the claim is achieved for both the customer and Tesco Insurance.
• Providing job related support to team members, to ensure compliance with company standards, procedures and systems.
• Conducting regular quality management audits and provide individual feedback taking corrective action where appropriate.
• Managing escalated customer complaints/queries proactively; identify and agree resolutions that meet the needs of the customer and Tesco Insurance.
• Producing accurate and timely reports in accordance with organisation requirements.
• Identifying trends, risks and areas of continuous improvement and work with colleagues/peers to explore how these might, if appropriate, be developed and embedded in Tesco Insurance.
• Complying with PRA and Data Protection Act Protocols and rules.

We need you to have
•Ideally a knowledge of working in a Claims and Insurance industry but will also consider people leaders working in the Financial Services Sector.  
•Knowledge and understanding of the principles of Insurance, including indemnity and subrogation.
•Sound understanding of vehicle damage claims, including liability and knowledge of key case law, industry protocols, and The Road Traffic Act.
•Previous experience of working in a regulated environment, knowledge of governance and compliance requirements, particularly in respect of the Financial Conduct Authority is desirable.
•Proven experience of managing and motivating staff, including recruitment, managing talent and under performance, absence management, discipline and grievance.
•Ability to lead and manage a team to ensure all claims are managed in the correct technical manner; in accordance with policy cover, legal liability, and departmental, fraud, ABI and FCA Guidelines, and that workflow is maintained to meet business objectives. This includes collaborating with wide range of stakeholders, for example Motor Underwriting team, Motor product team, fraud and intelligence.
•Ability to coach and develop staff; contribute to succession planning activities.
•Demonstrable, effective communication skills; oral, written and presentation skills.
•Proven influencing and negotiation skills; ability to exercise sound judgement and make decisions.
•Results focused with a proven track record of delivery; able to demonstrate tenacity and resilience and work well under pressure.
•Ability to work in multiple systems simultaneously and good skills on MS Excel, PowerPoint and Word.

If you don’t tick all the boxes but feel you have some of the relevant skills we’re looking for, please apply and we’re happy to have a conversation with you.

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 February 2026.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling.

Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centres are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!
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