Customer Experience Team Lead, UK

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable) goals and need adjusters who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you. 

We're looking for an experienced and motivated Customer Experience Team Lead to oversee a team of specialists responsible for new claim intake, existing claim inquiries, and administrative claim support. This role is ideal for someone who thrives in a fast-paced environment, enjoys coaching others, and takes pride in creating a positive, efficient, and customer-focused experience.

As a Team Lead, you'll serve as both a player and coach, supporting daily operations, assisting with escalations, and ensuring quality, accuracy, and timeliness across all customer and administrative touch points. You'll collaborate closely with claims leadership to identify process improvements, monitor performance metrics, and foster a culture of accountability and service excellence.

We need you to do all the things typical to the role:

• Lead and coach a team of Customer Experience Specialists to ensure consistent performance, accuracy, and customer satisfaction.
• Oversee daily task queues and call volumes, ensuring service-level goals and deadlines are met.
• Serve as a point of contact for complex or escalated customer and claim inquiries.
• Review customer interactions, documentation, and correspondence for completeness and quality.
• Partner with claims adjusters and other departments to resolve issues and streamline handoffs.
• Monitor team productivity, quality metrics, and attendance; provide feedback and developmental coaching.
• Support new team member training, onboarding, and ongoing process education.
• Identify opportunities to improve workflows, tools, and overall customer experience.
• Assist in scheduling, capacity planning, and day-to-day operational management.

• Proven track-record leading or supporting others in an insurance customer service, contact center, or claims environment.
• Strong knowledge of claim intake processes and administrative workflows within an insurance or compliance organization.
• Proven ability to lead, motivate, and develop team members in a performance-driven setting.
• Excellent communication, problem-solving, and decision-making skills.
• High attention to detail with a focus on accuracy, efficiency, and service quality.
• Proficiency with Google Workspace (Docs, Sheets) and comfort working with multiple systems or claim management platforms.

• Generous health-insurance package
• Pension plan with employer contributions
• Competitive holiday / leave policy in addition to bank holidays – we want our employees fresh, healthy, happy, and energized
• Industry Qualifications paid by us (after a qualifying period)
• Work from anywhere to facilitate your work-life balance
• Apple laptop, large second monitor, and other quality-of-life equipment. Technology is something that should make your life easier, not harder

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you