Claims Management Team Leader – Call Center

Role Overview

• Professional and disciplinary leadership of a claims management team
• You take responsibility for work results and promote employee and customer satisfaction
• You lead and support the personal and professional development of the team
• You provide competent assistance and recommend improvements for resolving technical and commercial issues for our customers
• You act as an important interface between customers, workshops and service partners and further develop collaboration and the systems used in project work
• You handle customer escalations and conduct review meetings

Requirements

• Completed commercial or insurance-related training, a relevant degree, or an equivalent qualification
• Ideally experience in automotive claims management, claims handling, or assistance services (breakdown/accident assistance)
• Several years of professional and leadership experience in call center or service center environments, including operational management of teams in claims intake, breakdown and accident hotlines, or customer service
• Confident leadership skills in a dynamic service environment, including escalation management, coaching of employees, and development of service standards
• Strong customer and service orientation and the ability to explain complex issues clearly and understandably — especially in telephone-based claims and emergency services
• Strong digital process understanding and experience in optimizing service processes (e.g., implementation of new tools, digital claims files, automated customer communication)
• Excellent German language skills, spoken and written

Benefits

• A dynamic, family-like environment within an international corporation
• Collegial and appreciative working relationships
• Exciting tasks and projects where you can quickly take on responsibility
• Flexible working hours within a hybrid home office model, including a flexitime account
• Internal development opportunities
• Attractive salary with a company pension scheme, plus meal vouchers
• 30 days of vacation and one extra day off on your birthday