Claimant Enquiry Service Team Leader
| Posting date: | 22 December 2025 |
|---|---|
| Salary: | £31,000 per year |
| Additional salary information: | + Excellent Benefits Package |
| Hours: | Full time |
| Closing date: | 12 January 2026 |
| Location: | Stockton-on-Tees, County Durham, TS17 6QY |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ingeus |
| Job type: | Permanent |
| Job reference: | 502206_1766416651 |
Summary
Hours: Shift pattern covering operating hours:
- Monday to Friday: 8:00 AM - 8:00 PM
- Saturday: 9:00 AM - 5:00 PM
We are looking for an experienced and motivated Team Manager to lead and develop a team of Claimant Advisers within our Contact Centre. This is a hybrid role requiring strong leadership, performance management, and a passion for delivering exceptional service.
Key Responsibilities- Manage and develop a team of Claimant Advisers through monthly 1-2-1s, annual appraisals, and personal development plans.
- Monitor team performance daily, weekly, and monthly, ensuring Target Performance Levels are consistently achieved.
- Collate and generate Management Information (MI) to share team results across the business.
- Oversee inbound telephony and resource allocation to maintain service levels.
- Conduct workload reviews and produce weekly performance forecasts.
- Perform assurance and quality checks to maintain compliance and identify best practices.
- Address issues related to timekeeping, conduct, and performance promptly, liaising with the People Team where necessary.
- Ensure adherence to policies and processes, including Quality Assurance, Compliance, and Data Protection.
- Monitor and manage the enquiries mailbox for timely, high-quality responses.
- Champion process improvements and continuous improvement initiatives.
- Promote best practice sharing within the team to build a high-performing culture.
- Participate in Contact Centre management meetings and communications.
- Deputise for the Enquiry Service Manager and provide leadership cover across other claimant support teams when required.
- Provide administrative support as directed by the Enquiry Service Manager.
- Proven experience in team leadership and performance management.
- Strong organisational and communication skills.
- Ability to analyse data and produce actionable insights.
- Knowledge of compliance and quality assurance processes.
- Proactive approach to problem-solving and process improvement.
Interested? Apply today
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