Motor Claims Team Leader – Join Our Team!

About the Role

The Team Leader is a frontline people leader responsible for driving team performance, engagement, and service excellence. Working closely with Operations and support teams, the Team Leader coaches and develops team members to meet regulatory requirements, client expectations, and performance targets, while fostering a positive, high-performing culture.

Role Responsibilities:

• A deep understanding of motor claims handling, liability assessments, fraud detection and industry regulations.
• Build, develop & lead a team with a high performing ethos to meet Forward Emphasis’s agreed client deliverables.
• Create an inspiring team environment which fosters high levels of employee engagement and customer satisfaction.
• Oversee customer complaints to ensure dissatisfaction is acknowledged in a timely manner and resolutions are delivered to within required timescales.
• Manage attendance and punctuality to encourage a committed and reliable workforce which ensures service levels agreements are met.  
• Oversee the day-to-day operation of the team by supervising, managing and motivating team members. 
• Complete monthly appraisals to manage team performance through continuous evaluation of key performance indicators and productivity metrics. 
• Manage poor performance and where required invoke disciplinary and/or grievance proceedings for employees falling below business expectations and/or standards.
• Carry out other work duties as required by the Management Team which are consistent with the responsibilities of the job

Role Requirements:

• APA/CIP qualification desirable or working towards CIP-03 currently
• In-office working schedule – must be available and willing to work on-site and attend both Malin Head and Buncrana offices.
• Demonstrate reliability and attendance, with a strong punctuality record and the ability to role-model expected standards for others.
• Strong understanding of insurance products, processes and regulatory requirements
• Experience in coaching or leading a team in a target driven environment

What We Offer

• A clear pathway to earning insurance qualifications and career development.
• Paid holidays – 20 days to enjoy!
• Opportunities for bonuses, overtime, and incentives.
• Discounts on insurance products.
• Employee referral schemes – bring your friends!
• Social events and a fun work culture.
• A supportive environment where we help each other grow.

Additional Requirements

• A secure internet and mobile connection for remote work (if applicable).