Team Leader - Customer Service and Claims

About the company

We're recruiting for a growing business within the rental and financial services sector, offering an alternative to traditional rental deposits and helping make moving home simpler and more affordable.

Your tasks

They're looking for a Customer Service & Claims Team Leader to join their operations team, leading advisors who support tenants, landlords and letting agents. From managing customer queries to investigating end-of-tenancy claims, you'll play a key role in ensuring cases are handled fairly, efficiently and professionally.

This is an exciting opportunity to take ownership of team performance, develop colleagues and contribute to the ongoing success of a growing operation. You'll be responsible for driving service standards, managing performance, supporting recruitment and identifying opportunities to improve processes, while working closely with senior management to ensure operational objectives are achieved.

• Leading, motivating and developing a team of Customer Service and Claims Advisors to deliver consistently high standards of service.
• Monitoring team performance against KPIs, service levels and targets, identifying areas for improvement and driving results.
• Conducting regular one-to-ones, coaching sessions and performance reviews to support individual development and accountability.
• Managing performance concerns, addressing underperformance and implementing improvement plans where required.
• Supporting recruitment activities, including screening candidates, conducting interviews and helping onboard new team members.
• Acting as the first point of escalation for complex customer queries, complaints and disputes, ensuring fair and practical resolutions.
• Overseeing the management of end-of-tenancy claims involving property damage, rent arrears and outstanding charges.
• Ensuring evidence, photographs, tenancy agreements and supporting documentation are reviewed accurately to support fair and informed decisions.
• Managing team workloads and priorities to ensure cases progress efficiently and service levels are maintained.
• Monitoring quality and compliance, ensuring processes are followed consistently and customer outcomes remain a priority.
• Preparing and presenting regular performance reports to senior management, highlighting KPI results, trends, challenges and opportunities for improvement.
• Working with senior stakeholders to agree priorities, address operational challenges and implement initiatives to improve performance.
• Identifying opportunities to streamline processes, improve efficiency and enhance the customer experience.
• Collaborating with colleagues across the wider operations team to share best practice and maintain a consistent approach.

Requirements

Are you an experienced customer service professional with a passion for leading teams, developing people and delivering an exceptional customer experience?

• Previous experience in a Team Leader, Supervisor or similar leadership role within customer service, claims, complaints, insurance, property or a related environment.
• Proven experience coaching, motivating and developing colleagues to achieve performance targets.
• Experience managing KPIs, service levels and individual performance, including addressing underperformance where necessary.
• Confidence supporting recruitment, interviewing candidates and onboarding new starters.
• Strong communication and interpersonal skills, with the ability to build relationships at all levels and handle challenging conversations.
• Experience producing performance reports, analysing data and communicating findings to management.
• A calm, empathetic and resilient approach to customer service, complaints and escalated issues.
• Excellent attention to detail, sound judgement and a fair, considered approach to decision-making.
• A proactive mindset, with the ability to identify process improvements and take ownership of operational performance.
• The ability to balance customer needs, team development and business objectives in a fast-paced environment.

Experience within property, lettings, insurance or claims would be beneficial. However, candidates with strong customer service leadership experience from other sectors will also be considered, particularly those who can demonstrate a track record of developing people and improving performance.

What we offer

• £35,000 salary plus bonus.
• Hybrid working, based in Milton Keynes.
• Increasing annual leave, plus bank holidays.
• Your birthday off.
• Company pension and life insurance.
• Access to mental health, leadership and life coaching.
• Opportunities for professional development and progression into wider operational leadership roles.
• The opportunity to make a meaningful impact within a growing business that is doing things differently.

How to apply

If you're an experienced customer service leader who enjoys developing people, driving performance and delivering excellent customer outcomes, we'd love to hear from you! Please ensure you're available to attend an on-site interview on Tuesday 10th November and can start on either 7th December or 14th December before applying.

Other

*Salary: £35,000 plus bonus · Location: Milton Keynes - Hybrid Working · Working Pattern: Fully on-site for the first week, then hybrid (3 days office / 2 days home) · Hours: 09:00 - 17:30, Monday to Friday. Important information before applying**

• On-site interviews: Tuesday 10th November
• Ideal start dates: Either 7th December or 14th December