Claims Team Leader - First4Lawyers

Driven by customer demand, we are adding to the senior levels of our claims team to enhance our dedicated unit of experienced and knowledgeable claims professionals who together will directly service our clients.


Claims Team Leader - First4Lawyers

Starting Salary

Competitive basic plus target-related bonus





Package & Benefits

Our aim is to establish and maintain an employee benefit programme that makes a difference to each of our employees' day-to-day lives, whether that is looking after their health and wellbeing by offering free health assessments and massages, or giving everyone an extra day off in the year to enjoy their birthday.

Our benefit package includes:

  • Competitive starting salary plus bonus related bonus scheme (bonus paid quarterly subject to achieving pre-agreed targets)
  • Private healthcare will help you with the cost of visiting your dentist, optician, physiotherapist and other wellbeing costs
  • Access to interest free travel loans- our interest free loans will help you spread the cost of travel over 12 monthly payments
  • Pension scheme – you’ll be automatically enrolled into our workplace pension scheme and will benefit from an enhanced company contribution
  • Perkbox exclusive discount scheme
  • Annual leave commences at 22 days plus bank holidays
  • Loyalty reward with additional leave for length of service – up to a maximum of 25 days per annum
  • Buying or selling holiday scheme
  • Birthday leave – an extra paid day off on your birthday each year
  • Staff social club with regular social events through the year
  • Refer a friend – we offer a cash reward for every new team member you refer who successfully starts in our business

How to Apply

If you think you fit the bill and you’re interested in working with us then please apply by emailing a covering letter and CV, detailing what you will bring to this role to: Head of Personnel at [email protected].

Reporting Line

Reporting directly to the Head of Claims


Competitive basic plus target related bonus 

Job Location

First4Lawyers Group is located in Huddersfield town centre: Permanent House, 1 Dundas Street, Huddersfield, HD1 2HE. We are conveniently located close to the motorway network and within walking distance of the railway station meaning we are within easy commuting distance of Leeds, Wakefield, Sheffield, Bradford, Dewsbury, Halifax and Manchester.

During non-core operating hours, the individual shall be required to work remotely from home.

Hours of work

Full-time – based on 37.5 hours per week, working varying shift patterns which will encompass core and non-core operating hours, on a rota that is shared with at least one month’s notice.

Core operating hours will consist of a 7.5 hour working day, with shift patterns varying for different start and finish times between the hours of 8am and 6.30pm Monday to Thursday and 8am and 6pm on Fridays. 

Non-core operating hours will consist of a 7.5 hour working day with shift patterns varying for different start and finish times between the hours of 8am and 8pm between Monday to Friday plus 2x 5.5 hour days on either a Saturday or a Sunday.

The working pattern will involve a hybrid working arrangement and the potential for up to 2 days per week to be worked remotely.

All non-core operating hours shifts will be worked remotely.

About Us

An outstanding opportunity to join one of the UK’s most recognised and successful legal brands.

Launched in 2008, First4Lawyers have successfully established themselves as the UK’s largest independent legal marketing collective. With an enviable reputation for excellence, we work with some of the country’s leading law firms and have been repeatedly recognised as being the best in our sector through numerous industry awards and earning a 5-star Excellent rating on Trustpilot.

Having recently added a law firm to our wholly-owned group of companies, we continue to invest and expand our teams as we strive towards our vision to be the UK’s number one legal services provider.

About the Role

Driven by customer demand, we are adding to the senior levels of our claims team to enhance our dedicated unit of experienced and knowledgeable claims professionals who together will directly service our clients.

Reporting directly to the Head of Claims, the Claims Team Leader role will be responsible for assisting in all aspects of the team performance. With the knowledge and confidence to stand in for the Head of Claims on occasion, you will be familiar with personal injury claims and possess the technical capabilities to assess and validate the merits of incoming enquiries. You must combine these technical skills with an understanding of what exceptional customer service looks like as you demand the very best of yourself and your team to maintain the industry leading satisfaction levels we have set.

A true leader, you will be required to understand the people and culture of the organisation. You shall demonstrate clear and decisive leadership whilst creating a fully capable, motivated and engaged team. The continual performance improvement and ongoing professional development of your team is essential to the success of this role and our business.

The role requires you to be pro-active in your approach and to be confident in making decisions, as well as responding appropriately to live situations, ensuring that the team meets all strategic and performance departmental objectives and indicators.

You will be required to work collaboratively with all partners, stakeholders and colleagues to ensure that there is a seamless transfer of operations between the respective team shifts covering both our core and non-core operating hours. This will include continuous reporting to the Head of Claims (and other Senior Managers/Directors as appropriate) to inform and update on agreed performance indicators and making informed proposals for driving improvement whenever necessary.

The key duties and responsibilities of the role will include but not be limited to:

  • Effectively contribute to the delivery of the departmental objectives through the claims team achieving agreed performance targets as part of meeting the overall expectations of the Company
  • Effectively plan, manage, control, prioritise and communicate both your own workload and that of those individuals within the claims team to perform the expectations of your role, contributing to the successful delivery of the strategic department plan
  • Capable of assessing all new claims enquiries in a live environment to assist team members, giving consideration to all relevant case issues applicable to accepting or rejecting a new enquiry
  • Certain shifts, or at times of high customer demand, the role may involve assisting the team in the handling of new enquiry calls
  • Barging of live calls to provide detailed assistance to team members as required
  • Objectively assess the authority levels of claim team members and their suitability for making individual assessments of new enquiries
  • Work with the Quality Control and Audit Lead to perform structured reviews of work carried out by members of the claims team using computerised records and call recordings to ensure that expected quality standards are being produced and identifying and acting on any issues that arise out of such reviews and where either individual or team performance is at risk
  • Commit to undertaking continual professional development both individually and with all members of the claims team with direct responsibility for helping to develop those working as Claims Supervisors. This will include planning and participation in regular reviews to identify, recognise and report on both your own development needs and the needs of those within the claims team
  • Work with the Head of Personnel to plan and deliver training to the claims team, including responsibility for training new members of staff, to ensure that First4lawyers’ call skills and technical expertise is applied consistently to all communications with customers
  • Assessing probation performance and providing all supporting documentation to the Head of Claims with a recommendation to pass or fail an individual’s probation period
  • Maintaining a consistent positive message to all clients, colleagues and any other working partners that you may communicate with
  • Produce and circulate timely and accurate performance, activity reports and spreadsheets as directed by your line manager
  • Helping to develop and implement new opportunities, products and services to the claims team as part of the overall business delivery objectives
  • Attaining, and wherever possible exceeding, all individual and team objectives as agreed with your line manager
  • Ongoing review of current working practices within the team to identify all opportunities to improve performance, efficiency and cost benefits within the department and presenting all proposals to your line manager and/or other senior management executives within the business
  • Capable of learning and working with all internal IT/software systems and using your knowledge and expertise to identify area of system process improvement and efficiencies for the claims team and/or wider business and effectively communicating those ideas to your line manager
  • Assist with recruitment within the team, including interviewing and induction of new starters
  • Attend and contribute to meetings and/or audits with clients, business partners or other suppliers as required
  • In conjunction with the Head of Personnel, establish, build and maintain an effective system for ensuring that all relevant staff training and reviews are in place and are regularly and routinely conducted to identify areas for development through individual development plans
  • Prepare employee engagement plans, team briefings and team meeting on both a regular and an as needs basis
  • Apply your knowledge and experience of the legal services industry to make quick, accurate and confident decisions within the team and for those team members requiring guidance
  • Be a champion for First4lawyers values across the business, ensuring that the claims team always understand and display our values in their daily conduct
  • Lead by example to inspire and motivate the claims team, whilst ensuring that the general welfare and needs of the team are reasonably considered at all times to deliver a friendly and enjoyable environment and atmosphere for the team
  • Dealing with staff issues and taking responsibility for the team as a whole. Conduct meetings to resolve issues as necessary
  • Record, report, and where necessary escalate to the Head of Claims, on all unplanned absence and punctuality issues that may arise within the claims team
  • Assume the role and responsibilities of the Head of Claims and Assistant Head of Claims in their absence
  • Review all plans for overtime as presented by the Claims Supervisor
  • Acknowledge and respond to correspondence from designated business partners in accordance with established processes and procedures

About the Successful Candidate

The successful candidate must demonstrate a record of achievement against the following criteria:



  • Should be currently working in the legal services industry and have an in-depth knowledge of the claims industry
  • Previous call handling experience and supervising/managing others, including coaching and mentoring in a telephone-based customer services team within a legal and target driven environment
  • Experience of delivering agreed values and objectives
  • Technically competent in assessing new client enquiries to ensure that they are processed correctly


  • Familiar with the role and regulations of an authorised Claims Management Company
  • Familiar with leading teams in a remote working environment


  • Accuracy and attention to detail
  • Ability to gain the respect and enthusiastic support of the whole team
  • Ability to energise and enthuse the team to fulfilling all expectations consistently
  • Ability to promote a high level of co-operation between all team members
  • Ensuring team members are provided with all the tools necessary to fulfil their own personal and the Company’s ambitions
  • A flexible approach to work with the ability to adapt and plan for new and changing priorities


The individual must display the personal behaviours and approach that align with First4lawyers’ values as outlined below:

We are committed to delivering excellence in everything we do. The quality of our work exceeds expectations.

  • You will be driven to deliver, go the extra mile and be open to learning and continual self-development.

At First4Lawyers we do what we say. We are knowledgeable, organised and efficient and we work hard to ensure we get the right result for our clients.

  • You will be proactive and do what you say. You will be a role model and able to ‘grasp the nettle’.

We value and support our clients and our colleagues and treat everyone with dignity and respect.

  • You will listen to others and value diversity.

We work with the utmost integrity and accountability. Our stated values are reflected in our day-to-day behaviours. We set the standard in the industry and we do not cold-call.

  • You will be open and honest, approachable, fair and reasonable.

Client focus
We put the client first. We are passionate about what we do. We are committed to learning about our clients and their needs so that we can add real value.

  • You will value our clients and be able to build effective relationships.

At First4Lawyers, we work as one team to deliver excellent results.

  • You will be collaborative in your approach, sharing ideas and helping colleagues to achieve targets and goals.

What Happens Next?

If you’re interested in working with us and want to develop your career in an exciting and rewarding environment, please apply by emailing a covering letter and CV, detailing what you will bring to this role to: Head of Personnel at [email protected].

Please note: Due to the volume of applications we receive, if you haven’t heard from us within four weeks, you should assume that you have not been successful on this occasion.

First4Lawyers is an equal opportunities employer and treats applications solely on merit.


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