Customer Care Lead

Prima; Manchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

Prima is expanding its Customer Care operations to Manchester to support our growing UK customer base. Since 2015 we’ve used data and tech to rethink motor insurance and offer drivers a great experience at a great price.

We’re now growing our UK presence with a dedicated Manchester hub to scale our service capabilities. As a Customer Care Lead, you will combine day-to-day people leadership with hands-on operational management, ensuring the team delivers high-quality service while meeting core

Qualifications

• Experience leading customer care teams.
• Ability to coach team members through escalations.
• Focus on delivering high quality service and achieving performance standards.

Responsibilities

• Lead day-to-day people leadership for the Manchester hub.
• Coach team members through complex escalations and drive issue resolution.
• Foster a collaborative, high-trust team culture and ensure service quality targets are met.

Skills

People leadership

Customer service excellence

Operational management

Job description

Are you looking for a new challenge?

Fancy helping us shape the future of motor insurance?

Prima could be the place for you.

Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price. Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain.

To support our growing UK customer base, we are expanding our Customer Care operations into Manchester. While our established London hub continues to operate at full strength, this new Manchester location represents a strategic investment in our capacity and service capabilities.

As a Customer Care Lead, you will play a pivotal role in scaling our new Manchester hub. You will combine day to day people leadership with hands-on operational management, ensuring our team delivers high quality service while meeting core performance standards. You will drive quality standards, coach team members through complex escalations, and foster a collaborative, high trust team culture.