Out of Hours Team Leader – Operations

Key Responsibilities

• Lead, coach and develop a team of customer service and claims handling colleagues to achieve operational objectives.
• Monitor individual and team performance against SLA’s, KPIs, quality standards and customer outcomes.
• Conduct regular one-to-ones, performance reviews and coaching sessions.
• Drive colleague engagement, wellbeing and development, creating a positive and supportive team culture.
• Manage attendance, performance, conduct and capability matters in line with company policies.
• Ensure resources are effectively utilised to meet customer demand and service requirements.
• Support the implementation of operational changes and business initiatives.
• Analyse performance data and identify opportunities for continuous improvement.
• Act as an escalation point for complex customer, client or operational issues.
• Work collaboratively with fellow Team Leaders, Operations Managers and wider support functions.
• Maintain high standards of compliance, quality and customer service at all times.
• Support recruitment, onboarding and training of new colleagues when required.

Essential Experience

• Previous Team Leader, Senior Advisor or equivalent leadership experience within an insurance, claims, financial services, contact centre, or customer service environment.
• Demonstrable experience leading and developing teams in a fast-paced operational setting.
• Strong people management and coaching skills.
• Experience managing performance through KPIs and service-based targets.
• Excellent communication and stakeholder management skills.
• Ability to make sound decisions under pressure.
• Strong organisational skills with the ability to prioritise effectively.

Personal Attributes

• Adaptable and resilient, with the ability to respond positively to changing business demands.
• Enthusiastic and proactive approach to leadership.
• Natural ability to motivate and inspire colleagues.
• Strong problem-solving mindset.
• Positive role model who leads by example.
• Collaborative team player who supports both peers and management teams.
• Customer-focused with a passion for delivering excellent service.

Working Pattern

This position forms part of our Out of Hours leadership team and will involve a variety of shift patterns, including:

• Twilight shifts
• Evening work
• Weekend working
• Bank holiday coverage where required

Flexibility is essential to support the operational demands of a 24/7 customer service environment.

Desirable

• Experience within motor claims, insurance claims or TPA operations.
• Understanding of workforce planning, scheduling or resource management.
• Knowledge of FCA-regulated environments.

Why Join Us?

• A friendly and collaborative working environment.
• Access to employee benefits and wellbeing support programmes.
• Being part of a team that values professionalism, teamwork, customer service, and continuous improvement.