Customer Care Lead new

Prima; Manchester; Ibrido; GBP 42.000 - 56.000; Tempo pieno

Descrizione del lavoro

Prima in Manchester is expanding its Customer Care hub. As Customer Care Lead you will combine day-to-day people leadership with hands-on operational management to ensure the team delivers high-quality service.

You will drive quality standards, coach team members through complex escalations, and foster a collaborative, high-trust culture as the business scales to meet growing UK demand.

Competenze

• Experience leading customer care teams.
• Ability to drive service quality and KPIs.
• Comfort coaching through escalations and complex issues.

Mansioni

• Lead the Manchester hub with day-to-day people management and hands-on operations.
• Drive quality standards and performance metrics across the team.
• Coach and develop team members through escalations to deliver first-class service.

Conoscenze

People leadership

Operational management

Quality standards

Escalation handling

Descrizione del lavoro

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.