Out of Hours Team Leader – Operations

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead, mentor, and develop a team of colleagues focused on customer service and claims handling to meet operational goals.

• Evaluate individual and team performance in relation to SLAs, KPIs, quality benchmarks, and customer outcomes.

• Conduct regular one-on-one meetings, performance evaluations, and coaching sessions.

• Foster colleague engagement, well-being, and growth, cultivating a positive and supportive team environment.

• Oversee attendance, performance, behavior, and capability issues in accordance with company policies.

• Ensure resources are optimally utilized to satisfy customer demand and service needs.

• Assist in executing operational changes and business initiatives.

• Analyze performance data to uncover opportunities for ongoing improvement.

• Serve as an escalation point for complex customer, client, or operational challenges.

• Collaborate effectively with other Team Leaders, Operations Managers, and broader support teams.

• Uphold high standards of compliance, quality, and customer service.

• Support the recruitment, onboarding, and training of new colleagues as needed.

• Lead operations during twilight shifts and weekend periods in a 24/7 customer service environment.

⛳️ Requirements

• Prior experience as a Team Leader, Senior Advisor, or in a comparable leadership role within insurance, claims, financial services, contact centers, or customer service settings.

• Proven experience in leading and developing teams in a dynamic operational environment.

• Strong skills in people management and coaching.

• Experience in managing performance through KPIs and service-based objectives.

• Excellent communication abilities and stakeholder management skills.

• Capacity to make sound decisions under pressure.

• Strong organizational skills with the capability to prioritize effectively.

• Adaptable and resilient, able to respond positively to evolving business demands.

• Enthusiastic and proactive leadership approach.

• Natural talent for motivating and inspiring team members.

• Strong problem-solving mentality.

• A positive role model who leads by example.

• Collaborative team player who supports both peers and management teams.

• Customer-oriented with a commitment to delivering exceptional service.

• Flexibility to work twilight shifts, evenings, weekends, and bank holidays as necessary.

• Right to work for any employer in the UK; sponsorship is not available.

• Must undergo vetting/background checks if offered the position.

🏝️ Benefits

• Access to employee benefits.

• Wellbeing support programs.