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 in customer service and claims handling to meet operational goals.

• Monitor both individual and team performance against service level agreements (SLAs), key performance indicators (KPIs), quality standards, and customer outcomes.

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

• Foster colleague engagement, wellbeing, and growth, establishing a positive and supportive team environment.

• Manage attendance, performance, conduct, and capability issues in accordance with company policies.

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

• Assist in the implementation of operational changes and business initiatives.

• Analyze performance metrics and identify avenues for continuous enhancement.

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

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

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

• Assist with the recruitment, onboarding, and training of new team members as needed.

• Oversee operations during twilight shifts, evening hours, weekends, and bank holidays as necessary.

⛳️ 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 sectors.

• Proven experience in leading and developing teams within a fast-paced operational environment.

• Strong skills in people management and coaching.

• Experience in managing performance through KPIs and service-oriented targets.

• Excellent communication skills and stakeholder management abilities.

• Capability to make sound decisions under pressure.

• Strong organizational skills with effective prioritization abilities.

• Adaptable and resilient, demonstrating a positive response to changing business needs.

• An enthusiastic and proactive leadership style.

• Natural talent for motivating and inspiring colleagues.

• Strong problem-solving capabilities.

• A positive role model who leads by example.

• A collaborative team player who supports peers and management teams.

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

• Willingness to work twilight shifts, evenings, weekends, and bank holidays as required.

• Desirable: experience in motor claims, insurance claims, or third-party administrator (TPA) operations.

• Desirable: knowledge of workforce planning, scheduling, or resource management.

• Desirable: understanding of FCA-regulated environments.

🏝️ Benefits

• Access to a range of employee benefits.

• Wellbeing support programs.

• A friendly and collaborative working atmosphere.

• A team culture that emphasizes professionalism, teamwork, customer service, and ongoing improvement.