[Hiring] Travel Claims Team Leader @International Medical Group

Role Description

As a Travel Claims Team Leader, you’ll oversee and develop a team of remote and office‑based Travel Claims Handlers, working closely with our 24‑hour Emergency Assistance teams. You’ll be responsible for ensuring the efficient assessment and processing of reimbursement claims, maintaining high service standards, and driving both team performance and customer satisfaction. This role combines hands‑on leadership, technical claims expertise, and the opportunity to play a pivotal role in improving processes and outcomes across the department.

A typical day will include:

• Leading and developing a team of Travel Claims Handlers to consistently deliver a high‑quality claims service
• Monitoring individual and team performance, identifying training needs, and providing coaching and guidance
• Managing escalated claims and resolving issues promptly and professionally
• Handling all legal expenses, personal liability, and personal accident claims from first notification through to completion
• Reviewing declined and high‑value claims to ensure coverage accuracy and clear communication
• Managing workloads and resources to ensure KPIs, SLAs, and service standards are met
• Conducting regular 1‑to‑1s, appraisals, probation reviews, and performance management discussions
• Using management information to improve turnaround times and identify opportunities for process improvement
• Escalating unresolved queries and ensuring departmental quality objectives are maintained
• Promoting strong collaboration and communication across the wider business

Qualifications

• 1–2 years’ experience in a similar leadership or supervisory role
• Strong people‑management skills with the ability to motivate and inspire
• Excellent customer service and communication skills (written and verbal)
• High attention to detail and the ability to follow complex instructions
• A proactive, self‑motivated mindset with a strong work ethic

Requirements

• Previous experience in travel insurance (desirable)
• Experience working in an insurance or compliance‑driven environment (desirable)
• Ability to develop, implement, and assess performance metrics (desirable)

Benefits

• Remote or hybrid working options
• Competitive salary of £28,000 – £33,000
• 5% annual performance‑based bonus
• Strong internal promotion culture
• A diverse and inclusive workforce
• 22 days annual leave + 9 bank holidays (increasing to 30 days, pro rata)
• Birthday day off 🎂
• Bupa Dental Insurance
• Healthshield Cash Plan
• Two paid volunteer days per year
• Employee of the Month / Year awards
• Surprise rewards for over‑achievers (yes — including Beyoncé tickets!)
• Summer & Christmas parties