Customer Service Team Leader

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.