Personal Injury Team Leader
Salary – From £36,500 - £41,500 depending on experience+ annual bonus & benefits
Work Level - 1
Location – Newcastle
Office Attendance – Our hybrid working model gives you the best of both worlds - flexibility to work from home and valuable face-to-face time with colleagues. This role typically requires 2 days per week onsite.
Closing Date - Applications close on 08 October 2026 at 5pm
Why this role?
We're looking for a Personal Injury Team Leader to join our Personal Injury Claims team.
In this role, you'll lead a team of around 10 Personal Injury Claims Handlers, supporting them to deliver excellent customer outcomes throughout the claims journey, from notification through to settlement. Reporting to the Personal Injury Claims Manager, you'll use your leadership skills and technical claims expertise to drive performance, support colleague development and ensure claims are managed fairly, accurately and efficiently.
This is a fantastic opportunity for an experienced people leader with strong motor claims knowledge who enjoys coaching others, driving continuous improvement and delivering great customer outcomes.
What you’ll be doing
• Leading, motivating and supporting a team of Personal Injury Claims Handlers to deliver excellent customer outcomes and achieve operational performance objectives.
• Driving colleague performance through regular 1:1s, coaching, feedback and quality audits, helping to build capability and maintain high technical standards.
• Acting as a technical referral and escalation point, providing guidance and support on complex claims and complaint handling.
• Identifying opportunities to improve team processes, procedures and ways of working to enhance operational effectiveness and customer experience.
• Monitoring team performance and supporting the delivery of fair, accurate and timely claims outcomes throughout the customer journey.
• Building a positive, high-performing team culture that supports colleague engagement, development and continuous improvement.
What we’re looking for: (minimum criteria)
• Proven experience leading and developing people within an insurance claims environment, with the ability to coach, motivate and support colleagues to achieve performance objectives.
• Strong motor claims knowledge, with the confidence to act as a technical referral point and support decision-making across a range of claims scenarios.
• Excellent organisational, planning and time management skills, with strong attention to detail and the ability to manage competing priorities in a fast-paced environment.
• Strong communication and stakeholder management skills, with the ability to handle escalations, influence outcomes and drive continuous improvement across the team.
And if you have any of these, even better
• Experience leading a Personal Injury claims team.
• Knowledge and understanding of Civil Procedure Rules (CPR).
• Understanding of personal injury claims processes, including MOJ and OIC portals.
• Experience of managing ad hoc projects conducive to reducing indemnity spend and lifecycles.
We welcome applications from everyone. If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we’d still love to hear from you.
What’s in it for you
• A generous pension, with up to 7.5% employer contribution, depending on what you put in.
• Virtual GP Service for you and your family
• Performance related annual bonus.
• 7.2 weeks holiday, with the opportunity to buy more.
• Colleague Clubcard discount (10-15% + second card to share with someone else).
• Enhanced parental leave.
• Opportunities to Save and Buy as you earn.
• A place to get on - take advantage of our ongoing learning opportunities to help you achieve the job and career you want.
Interviews
As a Disability Confident Employer (Level 2), we’re committed to creating an accessible and supportive environment for all. We offer reasonable adjustments throughout the recruitment process, including interviews, to ensure every candidate has a fair opportunity to succeed.
We also know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need, as we’re committed to exploring part time and flexible working opportunities, at every level of the organisation.
Interviews are expected to be held from mid-October.
