Customer Service Advisor Site: Wellingborough Salary: £26,234 Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) What we offer Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme 21 days annual leave Additional birthday holiday Holiday purchase scheme Performance based salary increments Fun Company events and functions Free parking Monthly free food days Close to shops and amenities Reward and recognition Who we are Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation. Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered. We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people. Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success. Purpose To provide professional administrative support within the Claims Team and to company Management / Directors. As a Customer Service Advisor, you will deliver the highest possible standards of customer service, be able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis are maintained. The Customer Service Advisor is responsible for deployment, management and progression of motor claims relating to vehicle accidental damage, from initial contact, to repair handover and aftercare as required, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLA's are maintained and adhered to. Role Profile Ensure that you are kept fully up to date with SLA's Ensure that you are aware and understand the KPI's the repairers are to adhere as a Vizion Member Ensure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods Provide investigative feedback on any queries to the company and their clients where necessary To progress customer claims within the company's management system ensuring they are actioned within internally agreed SLA's Ensure daily tasks are managed within agreed SLAs Management of day to day body shop performance of KPIs, breaches, and cancellations To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish Act as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as required To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner Monitor personal and general inboxes and action emails within a timely manner To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary Assist with any reporting requested for analysis and management of the department/region/client Liaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where required Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line Manager Assist with other Advisor's caseload as and when requested to ensure full service provision Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner To ensure you provide accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients' values The completion of duties as required from time to time by the Management Team Manage complaints in line with policy ensuring full and in-depth information is captured and logged to enable full reporting on Expressions of Dissatisfaction Ensure that you process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLA's To promote our business and that of our clients by providing exceptional and friendly service at all times Person Specification First class communication skills Accurate data input skills Ability to build and maintain relationships Ability to work to agreed deadlines, targets and objectives Able to work as part of a team as well as autonomously to a high level of accuracy Good planning and organisational skills Good problem-solving skills Good decision maker Commitment to providing a first-class service to customers and repairers Customer focused Good knowledge of Microsoft Office To Apply If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application.
Jan 09, 2026
Full time
Customer Service Advisor Site: Wellingborough Salary: £26,234 Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) What we offer Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme 21 days annual leave Additional birthday holiday Holiday purchase scheme Performance based salary increments Fun Company events and functions Free parking Monthly free food days Close to shops and amenities Reward and recognition Who we are Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation. Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered. We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people. Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success. Purpose To provide professional administrative support within the Claims Team and to company Management / Directors. As a Customer Service Advisor, you will deliver the highest possible standards of customer service, be able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis are maintained. The Customer Service Advisor is responsible for deployment, management and progression of motor claims relating to vehicle accidental damage, from initial contact, to repair handover and aftercare as required, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLA's are maintained and adhered to. Role Profile Ensure that you are kept fully up to date with SLA's Ensure that you are aware and understand the KPI's the repairers are to adhere as a Vizion Member Ensure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods Provide investigative feedback on any queries to the company and their clients where necessary To progress customer claims within the company's management system ensuring they are actioned within internally agreed SLA's Ensure daily tasks are managed within agreed SLAs Management of day to day body shop performance of KPIs, breaches, and cancellations To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish Act as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as required To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner Monitor personal and general inboxes and action emails within a timely manner To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary Assist with any reporting requested for analysis and management of the department/region/client Liaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where required Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line Manager Assist with other Advisor's caseload as and when requested to ensure full service provision Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner To ensure you provide accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our clients' values The completion of duties as required from time to time by the Management Team Manage complaints in line with policy ensuring full and in-depth information is captured and logged to enable full reporting on Expressions of Dissatisfaction Ensure that you process and resolve expressions of dissatisfaction within FCA Guidelines and internal/external SLA's To promote our business and that of our clients by providing exceptional and friendly service at all times Person Specification First class communication skills Accurate data input skills Ability to build and maintain relationships Ability to work to agreed deadlines, targets and objectives Able to work as part of a team as well as autonomously to a high level of accuracy Good planning and organisational skills Good problem-solving skills Good decision maker Commitment to providing a first-class service to customers and repairers Customer focused Good knowledge of Microsoft Office To Apply If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application.
Customer Liaison Officer Site: Wellingborough Salary: £26,992.16 Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) What we offer Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme 21 days annual leave Additional birthday holiday Holiday purchase scheme Performance based salary increments Fun Company events and functions Free parking Monthly free food days Close to shops and amenities Reward and recognition Who we are Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation. Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered. We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people. Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success. Purpose The administration and resolution of Expressions of Dissatisfaction emanating from motor claims relating to vehicle accidental damage. Working as part of the Customer Support Team to deliver the highest possible standards of customer service, with the ability to follow individual brand/client requirements and directives, and service level agreements and performance targets are achieved. Role Profile Act as a first level point of contact for customers, clients, repair network members, suppliers and partners. Receive incoming calls/emails and act promptly, dealing with all enquiries or actions in a professional manner. Process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs. Ensure the accurate and detailed recording of all information utilising the company's management systems so as to provide comprehensive audit trails. Highlight to line manager any potential process improvements across departments and the network to reduce the level of EODs. Communicate with all internal departments as required for the resolution of an EOD. Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures. All Pending and In Progress EODs to be reviewed as first task each day To meet agreed targets. Manage your daily workload to ensure efficiency is maintained. The completion of other duties as required from time to time by the Management Team. Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our client's values Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards. To promote our business and that of our clients by providing exceptional and friendly service at all times. Person Specification You will have Good knowledge of Microsoft Office. GCSE Maths and English. Excellent telephone manner. Ability to build and maintain relationships. Ability to work to agreed deadlines, targets and objectives. Ability to work as part of a team as well as autonomously to a high level of accuracy. Good planning and organisational skills. First class communication skills. Good decision maker. Commitment to providing a first-class service to customers, suppliers and partners. At least 1-year customer service experience. Experience of handling customer complaints. To Apply If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application.
Jan 09, 2026
Full time
Customer Liaison Officer Site: Wellingborough Salary: £26,992.16 Hours: 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) What we offer Employee health and benefits scheme, including anonymous counselling service, 24/7 GP service, retail and gym discounts and medical cashback scheme 21 days annual leave Additional birthday holiday Holiday purchase scheme Performance based salary increments Fun Company events and functions Free parking Monthly free food days Close to shops and amenities Reward and recognition Who we are Vizion Network is a forward-thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, we pride ourselves on our commitment to employee development, wellbeing, and innovation. Our mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered. We champion equity, recognising that our strength lies in the unique backgrounds, perspectives, and talents of our people. Through transparent practices, continuous development, and meaningful engagement, we strive to create an environment where all employees can thrive and contribute to our shared success. Purpose The administration and resolution of Expressions of Dissatisfaction emanating from motor claims relating to vehicle accidental damage. Working as part of the Customer Support Team to deliver the highest possible standards of customer service, with the ability to follow individual brand/client requirements and directives, and service level agreements and performance targets are achieved. Role Profile Act as a first level point of contact for customers, clients, repair network members, suppliers and partners. Receive incoming calls/emails and act promptly, dealing with all enquiries or actions in a professional manner. Process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs. Ensure the accurate and detailed recording of all information utilising the company's management systems so as to provide comprehensive audit trails. Highlight to line manager any potential process improvements across departments and the network to reduce the level of EODs. Communicate with all internal departments as required for the resolution of an EOD. Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures. All Pending and In Progress EODs to be reviewed as first task each day To meet agreed targets. Manage your daily workload to ensure efficiency is maintained. The completion of other duties as required from time to time by the Management Team. Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our client's values Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards. To promote our business and that of our clients by providing exceptional and friendly service at all times. Person Specification You will have Good knowledge of Microsoft Office. GCSE Maths and English. Excellent telephone manner. Ability to build and maintain relationships. Ability to work to agreed deadlines, targets and objectives. Ability to work as part of a team as well as autonomously to a high level of accuracy. Good planning and organisational skills. First class communication skills. Good decision maker. Commitment to providing a first-class service to customers, suppliers and partners. At least 1-year customer service experience. Experience of handling customer complaints. To Apply If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application.
Claims Department Senior Team Leader Reporting to: Claims Department Manager Site based: Wellingborough Salary: £35,000 Hours: 38.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) What We Offer Employee health and wellbeing benefits, including: 24/7 GP service, confidential counselling service, retail, gym and lifestyle discounts and a medical cashback scheme 21 days annual leave plus statutory bank holidays Additional birthday holiday Holiday purchase scheme Performance-based salary increments Free on-site parking Monthly free food days Company events, reward and recognition initiatives Purpose The Senior Team Leader provides the critical leadership and performance layer between Team Leaders / Deputy Team Leaders and the Claims Department Manager. The role focuses on driving performance uplift, leadership capability, quality, compliance and consistency across all Claims teams. It is not operational micromanagement, but leadership oversight and development. You will have full ownership for the performance, capability and conduct of Team Leaders and their teams, ensuring KPIs, FCA obligations, quality standards and customer outcomes are consistently achieved. Key Responsibilities: Leadership & Performance Management Line manage all Team Leaders and Deputy Team Leaders within the Claims department. Conduct regular, structured 1-2-1s focused on performance, behaviour, leadership standards and development. Oversee performance management processes including improvement plans, capability frameworks and formal PIPs where required. Act as the first escalation point for leadership-level performance, conduct and absence management. Support recruitment, onboarding and induction of leadership roles. Identify exemplary performance and recommend individuals for reward and recognition. Provide cover in the absence of the Claims Department Manager. Duties or functions in addition to or instead of your usual duties if the needs of the business so require, that are within your capability and status. Operational Oversight & KPI Delivery Maintain full oversight of departmental performance against KPIs, including productivity, quality, SLA adherence and customer outcomes. Oversee day-to-day operational performance across all teams, ensuring resources are realigned to respond to trends and demand. Support short- and medium-term resource planning alongside the Claims Department Manager. Ensure claims leakage and cost exposure are minimised through strong controls and adherence to process. Act as an escalation point for complex, high-risk or high-profile claims and complaints, ensuring FCA and SLA compliance. Quality, Audit & Compliance Carry out leadership-level audits across teams. Analyse audit outcomes, trends and root causes, ensuring actions and re-testing are in place. Ensure FCA, client, SLA and internal policy requirements are embedded and consistently applied. Promote data security and strict adherence to GDPR, DPA and information governance standards. Coaching, Development & Succession Coach and mentor Team Leaders to develop strong people leadership, not just task management. Support the creation and delivery of departmental training plans and leadership development programmes. Support apprentices and ongoing capability development. Identify high-potential talent and support succession planning. Promote consistent leadership behaviours and expectations across the department. Continuous Improvement & Change Identify and lead departmental improvement initiatives to improve efficiency, customer outcomes and staff engagement. Support the delivery of projects, initiatives and transformation activity. Act as a change champion, ensuring effective communication, adoption and embedding of new ways of working. Provide insight, data and recommendations to support departmental and business-wide initiatives. Building a strong working relationship with the Senior Team Leader at any other business site to create alignment across the departments. Person Specification Essential Proven leadership experience, ideally within claims, insurance or a regulated environment. Strong performance management, coaching and people development capability. Customer-centric and quality-focused mindset. Strong analytical skills with the ability to interpret data and drive improvement. Confident, fair and consistent decision-maker. Highly organised, proactive and resilient. Strong IT skills, including Microsoft Office applications such as Outlook, Excel, Power Bi. Desirable Experience within automotive claims or insurance operations. Experience leading leaders (Team Leaders / Deputy Team Leaders). Exposure to FCA-regulated environments. Experience supporting change, transformation or continuous improvement programmes. Attending external meetings may be a requirement so a full UK driving licence is desirable. To Apply If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application. The deadline for applications is Wednesday 21st January 2026
Jan 07, 2026
Full time
Claims Department Senior Team Leader Reporting to: Claims Department Manager Site based: Wellingborough Salary: £35,000 Hours: 38.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) What We Offer Employee health and wellbeing benefits, including: 24/7 GP service, confidential counselling service, retail, gym and lifestyle discounts and a medical cashback scheme 21 days annual leave plus statutory bank holidays Additional birthday holiday Holiday purchase scheme Performance-based salary increments Free on-site parking Monthly free food days Company events, reward and recognition initiatives Purpose The Senior Team Leader provides the critical leadership and performance layer between Team Leaders / Deputy Team Leaders and the Claims Department Manager. The role focuses on driving performance uplift, leadership capability, quality, compliance and consistency across all Claims teams. It is not operational micromanagement, but leadership oversight and development. You will have full ownership for the performance, capability and conduct of Team Leaders and their teams, ensuring KPIs, FCA obligations, quality standards and customer outcomes are consistently achieved. Key Responsibilities: Leadership & Performance Management Line manage all Team Leaders and Deputy Team Leaders within the Claims department. Conduct regular, structured 1-2-1s focused on performance, behaviour, leadership standards and development. Oversee performance management processes including improvement plans, capability frameworks and formal PIPs where required. Act as the first escalation point for leadership-level performance, conduct and absence management. Support recruitment, onboarding and induction of leadership roles. Identify exemplary performance and recommend individuals for reward and recognition. Provide cover in the absence of the Claims Department Manager. Duties or functions in addition to or instead of your usual duties if the needs of the business so require, that are within your capability and status. Operational Oversight & KPI Delivery Maintain full oversight of departmental performance against KPIs, including productivity, quality, SLA adherence and customer outcomes. Oversee day-to-day operational performance across all teams, ensuring resources are realigned to respond to trends and demand. Support short- and medium-term resource planning alongside the Claims Department Manager. Ensure claims leakage and cost exposure are minimised through strong controls and adherence to process. Act as an escalation point for complex, high-risk or high-profile claims and complaints, ensuring FCA and SLA compliance. Quality, Audit & Compliance Carry out leadership-level audits across teams. Analyse audit outcomes, trends and root causes, ensuring actions and re-testing are in place. Ensure FCA, client, SLA and internal policy requirements are embedded and consistently applied. Promote data security and strict adherence to GDPR, DPA and information governance standards. Coaching, Development & Succession Coach and mentor Team Leaders to develop strong people leadership, not just task management. Support the creation and delivery of departmental training plans and leadership development programmes. Support apprentices and ongoing capability development. Identify high-potential talent and support succession planning. Promote consistent leadership behaviours and expectations across the department. Continuous Improvement & Change Identify and lead departmental improvement initiatives to improve efficiency, customer outcomes and staff engagement. Support the delivery of projects, initiatives and transformation activity. Act as a change champion, ensuring effective communication, adoption and embedding of new ways of working. Provide insight, data and recommendations to support departmental and business-wide initiatives. Building a strong working relationship with the Senior Team Leader at any other business site to create alignment across the departments. Person Specification Essential Proven leadership experience, ideally within claims, insurance or a regulated environment. Strong performance management, coaching and people development capability. Customer-centric and quality-focused mindset. Strong analytical skills with the ability to interpret data and drive improvement. Confident, fair and consistent decision-maker. Highly organised, proactive and resilient. Strong IT skills, including Microsoft Office applications such as Outlook, Excel, Power Bi. Desirable Experience within automotive claims or insurance operations. Experience leading leaders (Team Leaders / Deputy Team Leaders). Exposure to FCA-regulated environments. Experience supporting change, transformation or continuous improvement programmes. Attending external meetings may be a requirement so a full UK driving licence is desirable. To Apply If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application. The deadline for applications is Wednesday 21st January 2026
Claims Department Senior Team Leader Reporting to: Claims Department Manager Site based: Hull Salary: £35,000 Hours: 38.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) What We Offer Employee health and wellbeing benefits, including: 24/7 GP service, confidential counselling service, retail, gym and lifestyle discounts and a medical cashback scheme 21 days annual leave plus statutory bank holidays Additional birthday holiday Holiday purchase scheme Performance-based salary increments Free on-site parking Monthly free food days Company events, reward and recognition initiatives Purpose The Senior Team Leader provides the critical leadership and performance layer between Team Leaders / Deputy Team Leaders and the Claims Department Manager. The role focuses on driving performance uplift, leadership capability, quality, compliance and consistency across all Claims teams. It is not operational micromanagement, but leadership oversight and development. You will have full ownership for the performance, capability and conduct of Team Leaders and their teams, ensuring KPIs, FCA obligations, quality standards and customer outcomes are consistently achieved. Key Responsibilities: Leadership & Performance Management Line manage all Team Leaders and Deputy Team Leaders within the Claims department. Conduct regular, structured 1-2-1s focused on performance, behaviour, leadership standards and development. Oversee performance management processes including improvement plans, capability frameworks and formal PIPs where required. Act as the first escalation point for leadership-level performance, conduct and absence management. Support recruitment, onboarding and induction of leadership roles. Identify exemplary performance and recommend individuals for reward and recognition. Provide cover in the absence of the Claims Department Manager. Duties or functions in addition to or instead of your usual duties if the needs of the business so require, that are within your capability and status. Operational Oversight & KPI Delivery Maintain full oversight of departmental performance against KPIs, including productivity, quality, SLA adherence and customer outcomes. Oversee day-to-day operational performance across all teams, ensuring resources are realigned to respond to trends and demand. Support short- and medium-term resource planning alongside the Claims Department Manager. Ensure claims leakage and cost exposure are minimised through strong controls and adherence to process. Act as an escalation point for complex, high-risk or high-profile claims and complaints, ensuring FCA and SLA compliance. Quality, Audit & Compliance Carry out leadership-level audits across teams. Analyse audit outcomes, trends and root causes, ensuring actions and re-testing are in place. Ensure FCA, client, SLA and internal policy requirements are embedded and consistently applied. Promote data security and strict adherence to GDPR, DPA and information governance standards. Coaching, Development & Succession Coach and mentor Team Leaders to develop strong people leadership, not just task management. Support the creation and delivery of departmental training plans and leadership development programmes. Support apprentices and ongoing capability development. Identify high-potential talent and support succession planning. Promote consistent leadership behaviours and expectations across the department. Continuous Improvement & Change Identify and lead departmental improvement initiatives to improve efficiency, customer outcomes and staff engagement. Support the delivery of projects, initiatives and transformation activity. Act as a change champion, ensuring effective communication, adoption and embedding of new ways of working. Provide insight, data and recommendations to support departmental and business-wide initiatives. Building a strong working relationship with the Senior Team Leader at any other business site to create alignment across the departments. Person Specification Essential Proven leadership experience, ideally within claims, insurance or a regulated environment. Strong performance management, coaching and people development capability. Customer-centric and quality-focused mindset. Strong analytical skills with the ability to interpret data and drive improvement. Confident, fair and consistent decision-maker. Highly organised, proactive and resilient. Strong IT skills, including Microsoft Office applications such as Outlook, Excel, Power Bi. Desirable Experience within automotive claims or insurance operations. Experience leading leaders (Team Leaders / Deputy Team Leaders). Exposure to FCA-regulated environments. Experience supporting change, transformation or continuous improvement programmes. Attending external meetings may be a requirement so a full UK driving licence is desirable. To Apply If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application. The deadline for applications is Wednesday 21st January 2026.
Jan 06, 2026
Full time
Claims Department Senior Team Leader Reporting to: Claims Department Manager Site based: Hull Salary: £35,000 Hours: 38.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm) What We Offer Employee health and wellbeing benefits, including: 24/7 GP service, confidential counselling service, retail, gym and lifestyle discounts and a medical cashback scheme 21 days annual leave plus statutory bank holidays Additional birthday holiday Holiday purchase scheme Performance-based salary increments Free on-site parking Monthly free food days Company events, reward and recognition initiatives Purpose The Senior Team Leader provides the critical leadership and performance layer between Team Leaders / Deputy Team Leaders and the Claims Department Manager. The role focuses on driving performance uplift, leadership capability, quality, compliance and consistency across all Claims teams. It is not operational micromanagement, but leadership oversight and development. You will have full ownership for the performance, capability and conduct of Team Leaders and their teams, ensuring KPIs, FCA obligations, quality standards and customer outcomes are consistently achieved. Key Responsibilities: Leadership & Performance Management Line manage all Team Leaders and Deputy Team Leaders within the Claims department. Conduct regular, structured 1-2-1s focused on performance, behaviour, leadership standards and development. Oversee performance management processes including improvement plans, capability frameworks and formal PIPs where required. Act as the first escalation point for leadership-level performance, conduct and absence management. Support recruitment, onboarding and induction of leadership roles. Identify exemplary performance and recommend individuals for reward and recognition. Provide cover in the absence of the Claims Department Manager. Duties or functions in addition to or instead of your usual duties if the needs of the business so require, that are within your capability and status. Operational Oversight & KPI Delivery Maintain full oversight of departmental performance against KPIs, including productivity, quality, SLA adherence and customer outcomes. Oversee day-to-day operational performance across all teams, ensuring resources are realigned to respond to trends and demand. Support short- and medium-term resource planning alongside the Claims Department Manager. Ensure claims leakage and cost exposure are minimised through strong controls and adherence to process. Act as an escalation point for complex, high-risk or high-profile claims and complaints, ensuring FCA and SLA compliance. Quality, Audit & Compliance Carry out leadership-level audits across teams. Analyse audit outcomes, trends and root causes, ensuring actions and re-testing are in place. Ensure FCA, client, SLA and internal policy requirements are embedded and consistently applied. Promote data security and strict adherence to GDPR, DPA and information governance standards. Coaching, Development & Succession Coach and mentor Team Leaders to develop strong people leadership, not just task management. Support the creation and delivery of departmental training plans and leadership development programmes. Support apprentices and ongoing capability development. Identify high-potential talent and support succession planning. Promote consistent leadership behaviours and expectations across the department. Continuous Improvement & Change Identify and lead departmental improvement initiatives to improve efficiency, customer outcomes and staff engagement. Support the delivery of projects, initiatives and transformation activity. Act as a change champion, ensuring effective communication, adoption and embedding of new ways of working. Provide insight, data and recommendations to support departmental and business-wide initiatives. Building a strong working relationship with the Senior Team Leader at any other business site to create alignment across the departments. Person Specification Essential Proven leadership experience, ideally within claims, insurance or a regulated environment. Strong performance management, coaching and people development capability. Customer-centric and quality-focused mindset. Strong analytical skills with the ability to interpret data and drive improvement. Confident, fair and consistent decision-maker. Highly organised, proactive and resilient. Strong IT skills, including Microsoft Office applications such as Outlook, Excel, Power Bi. Desirable Experience within automotive claims or insurance operations. Experience leading leaders (Team Leaders / Deputy Team Leaders). Exposure to FCA-regulated environments. Experience supporting change, transformation or continuous improvement programmes. Attending external meetings may be a requirement so a full UK driving licence is desirable. To Apply If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application. The deadline for applications is Wednesday 21st January 2026.
