Pontlottyn, Wales, United Kingdom
Experienced Team Leader | Technical Claims Experience | Customer-Centric Leader As a dedicated Team Leader, I bring a strong blend of technical claims expertise, people management, and customer service excellence. With 25 years of experience in the industry, I have successfully led high-performing teams and enhanced customer experiences through strategic leadership and process improvements. 🔹 Technical Claims Expertise Extensive experience in [personal and commercial contract disputes, personal and commercial employment disputes, personal injury, medical negligence, legal defence, property disputes] claims processing, assessment, and resolution. Skilled in analysing complex claims, ensuring compliance with industry regulations, and mitigating risks. 🔹 People & Team Leadership Proven ability to motivate, mentor, and develop teams, fostering a positive and productive work environment. Skilled in performance management, training, and coaching to enhance team efficiency and professional growth. Strong communicator who collaborates cross-functionally to achieve business objectives. 🔹 Human Resources Responsibilities: Conduct disciplinary investigations and chair capability meetings in line with organisational policies. Lead probation and sickness reviews, ensuring fair and consistent case management. Support performance management processes, including setting objectives, providing feedback, and handling underperformance issues. Collaborate with HR or management teams to maintain compliance with employment law and best practices. 🔹 Customer-Centric Approach Passionate about delivering exceptional customer experiences, ensuring swift and fair claim resolutions. Adept at handling escalations, conflict resolution, and implementing process improvements to boost customer satisfaction. I am always eager to connect with like-minded professionals and explore new opportunities to drive operational excellence and customer success.
Taking on the team leader role was difficult as it happened during a time where there were big department changes within company. During this time I maintained my caseload whilst carrying out regular 121s with individuals, writing appraisals and interviewing potential staff.
Lead a team of 12, supporting their development and progression to high competency levels. Actively build and maintain strong working relationships with key business partners. Lead service delivery to meet and exceed strict SLAs and customer expectations. Conduct disciplinary and performance reviews, ensuring compliance with employment law and company policy. Collaborate cross-functionally to drive continuous improvement in customer outcomes and operational effectiveness.
Returned from maternity leave into a senior role, supporting complex case handling and partner communications.
Established and managed a new team to service a single high-value business partner. Designed and delivered an 8-week onboarding and training programme for new joiners. Led one-to-ones, managed complex claims, and resolved escalated customer issues. Negotiated with solicitors and liaised with brokers and business partners to resolve policy queries.