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 regula