Blackburn | Full-Time | Permanent
The Company
Our client is a well-established, fast-growing legal firm based in Blackburn, delivering specialist support to clients across the UK. Operating within a highly regulated environment, they are committed to providing outstanding customer outcomes while maintaining the highest standards of compliance, professionalism, and client care.
With a strong reputation within the claims sector, the business combines expert legal knowledge with a people-first culture and a genuine commitment to continuous improvement.
The Role
An exciting opportunity has arisen for an experienced Customer Claims Team Leader to join a growing operations team within modern Blackburn offices.
Reporting to the Head of Operations, you’ll take ownership of the day-to-day leadership of a team of Customer Claims Handlers, ensuring high standards of service delivery, compliance, and performance are consistently achieved.
The successful candidate will be a confident and supportive people leader who thrives in a fast-paced environment and is passionate about balancing commercial performance with exceptional customer care.
Key Responsibilities
* Lead, coach, and motivate a team of Customer Claims Handlers
* Drive team and individual KPI performance, service levels, and quality standards
* Manage workloads and caseload allocation to ensure claims progress efficiently
* Monitor calls, written communications, and case quality to maintain compliance standards
* Conduct regular 1:1s, appraisals, and performance reviews
* Support employee development through coaching and targeted improvement plans
* Handle escalated customer issues and complaints professionally and empathetically
* Ensure vulnerable customers are supported appropriately and sensitively
* Manage performance, conduct, and absence issues in line with company policy
* Identify opportunities for continuous improvement across processes and service delivery
* Build strong working relationships across Compliance, HR, Training, and Operations teams
What We’re Looking For
* Previous experience leading a team within a customer service, claims, contact centre, or regulated environment
* Strong people management and coaching skills
* Proven ability to drive performance and achieve KPIs and service standards
* Experience managing complaints, escalations, and challenging conversations
* Excellent communication and organisational skills
* A resilient and professional approach within a fast-paced environment
* Strong attention to detail and commitment to compliance and customer care
* Confident using Microsoft Office and CRM/case management systems
* Previous experience within legal services, claims, or financial services would be advantageous
* Awareness of FCA Consumer Duty and/or SRA regulations would be beneficial
What’s on Offer
* Competitive salary
* Modern office environment in Blackburn town centre
* Career progression opportunities within a growing business
* Supportive and collaborative working culture
* Ongoing training and development opportunities
If you’re an experienced team leader looking to join a values-driven organisation where you can genuinely make an impact, we’d love to hear from you.