Job Description

We are a well-established general insurance business, authorised and regulated by the Financial Conduct Authority. We're currently looking for an experienced Recovery Team Leader to join our busy office on the outskirts of Bolton on a full-time, permanent basis.

If you have experience in technical motor recovery claims and are looking for a new challenge with a forward-thinking company that supports your career progression and rewards your achievements, this could be the opportunity for you.

We're passionate about building a diverse and inclusive workplace where everyone feels welcome, respected, and supported to grow. At Broker Direct, we believe in creating an environment where everyone feels valued and empowered to succeed. If you're motivated, a great communicator, and eager to learn, no matter your background or experience.

Key Responsibilities:

Customer Service Excellence:

Handle escalated and complex queries or complaints professionally, ensuring swift resolution and customer satisfaction. Manage the full claims process while keeping stakeholders fully informed.

Technical Claims Handling:

Oversee a varied caseload of recovery motor claims from first notification through to final settlement. Detect and escalate fraudulent or questionable claims where necessary.

Team Leadership & Performance Management: Lead and support a team by coaching, mentoring, and allocating workloads effectively. Monitor daily operations to ensure targets are met and prevent backlogs.

Reporting & Compliance: Produce and review regular team reports. Ensure all team activities are FCA-compliant and aligned with company standards, including GDPR and confidentiality guidelines.

Complaint Management:

Confidently resolve complaints at all levels with minimal assistance, supporting high service standards and customer retention.

Collaboration & Support:

Cover for other Team Leaders when required. Assist with team audits and provide constructive feedback to support development.

Recruitment & HR Support

: Take part in recruitment, onboarding, performance management, and staff appraisals in partnership with HR.

Training & Development:

Deliver and support training to enhance team capability and foster career progression. Remain open to continuous personal and professional development.

Key Attributes and Skills:

Strong customer focus and commitment to excellent service. Ability to handle pressure, prioritise tasks, and meet deadlines. Confident communicator with clear written and verbal skills. Experienced in handling technical motor claims and negotiating settlements. Skilled in team leadership with a positive, supportive management style. Proficient in Microsoft Office (Excel, Word, Outlook). Highly organised with strong problem-solving skills. Sound knowledge of FCA, FOS, and recovery claims compliance. CII Certificate in Insurance (essential); Dip CII (advantageous or working towards). Proactive approach to learning and development. Numerate and data-literate, capable of interpreting reports and KPIs.

The Benefits:

Increased holiday allowance with length of service. Birthday day off and half-day off for seasonal shopping. Holiday sell scheme. Contributory Pension Scheme. Discounted sports and social activities. Support with industry-relevant qualifications. Free on-site parking. Casual dress code, free allocation of branded clothing. Cycle to work scheme. A cash bonus for going above and beyond. Trained mental health & first-aid staff on-site.
Plus, much more!

If you think you'd be a great fit, we'd love to hear from you.

Send your CV to

hr@brokerdirect.co.uk

Job Types: Full-time, Permanent

Pay: From 31,500.00 per year

Benefits:

Casual dress Company pension Cycle to work scheme Free parking On-site parking
Ability to commute/relocate:

Bolton BL7: reliably commute or plan to relocate before starting work (required)
Application question(s):

Please confirm what grades you currently hold in Maths & English, and the year completed? Salary expectations & Current Salary What appeals to you about this role here at Broker Direct Plc? What experience and transferable skills can you bring to this role? Reason for leaving your current role? What is your availability in the next 2 weeks to attend an interview? What is your Notice period? Do you require any reasonable adjustments to support you in attending an interview? If so, please tell us below.
Experience:

Motor Recovery Claims Handling: 2 years (required)
Work Location: In person