Out of Hours Team Leader – Operations
Core
Lead, coach, and develop a team of customer service and claims handling colleagues to achieve operational objectives in a fast-paced environment.
Role type
Senior IC operations team leader (customer service/claims)
Builds
Customer service and claims handling operations for motor insurance clients
Domain
Insurance / Financial Services / Contact Centre
Required skills
Team leadership, performance management, coaching, stakeholder management, operational analysis, compliance management, resource utilization, shift management, recruitment support
Preferred skills
Motor claims experience, workforce planning, FCA-regulated environment knowledge
Technologies
None stated
Responsibilities
Lead and coach a team of 10-18 colleagues; Monitor performance against SLAs and KPIs; Manage attendance, conduct, and capability matters; Analyze performance data for continuous improvement; Act as an escalation point for complex issues; Support operational changes and business initiatives.
Seniority
Senior, hands-on IC