Customer Care Team Leader

Qover; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

Qover in Greater London is seeking an experienced team leader for the Customer Care function. You will organize daily service, coach new colleagues and uphold high quality standards across the UK operations.

You will oversee queue management, staff rotas, escalation handling and performance coaching while collaborating with wider leadership on forecasts and product launches. Strong communication and change management skills are essential.

Qualifications

• Proven experience supervising or leading a frontline insurance team.
• Evidence of improving service quality through coaching and feedback.
• Strong understanding of UK customer outcomes and complaint handling.

Responsibilities

• Own daily UK queue management, rotas, absence cover and escalation of staffing gaps.
• Onboard and coach associates through reviews and development plans.
• Monitor service levels, customer satisfaction, complaints and accuracy with data-driven coaching.
• Act as the first local escalation point within authority boundaries, coordinating with Escalation/Back Office/Claims/Compliance teams.
• Support product launches through training, scenarios and knowledge articles.
• Collaborate with Care leadership on forecasts, priorities and peak queue support.

Skills

Team leadership

UK motor insurance

Job description

About Qover

Qover helps partner brands offer digital insurance across Europe. Our Customer Care teams make that service personal: listening carefully, explaining coverages clearly and helping customers move forward when they need support.

The role

We’re recruiting an experienced team leader who can organise daily service, coach new colleagues and establish a high bar for quality. The role combines direct people management with practical support for complex customer situations.

Core responsibilities

• Own daily UK queue management, rotas, absence cover and escalation of staffing gaps. Coordinate phone coverage with written work and promised callbacks.
• Onboard and coach the four associates through call reviews, written quality checks, regular feedback and individual development plans.
• Monitor service levels, customer satisfaction, repeat contacts, complaints and accuracy. Use handling time to understand workload and coaching needs alongside quality measures.
• Act as the first local escalation point within agreed authority, involving the wider Escalation, Back Office, Claims or Compliance teams when required.
• Help prepare the insurance product launches through product training, realistic customer scenarios, knowledge articles, access checks and individual readiness assessments.
• Work with the wider Care leadership team on forecasts, priorities and customer feedback; support the queue during peaks while preserving time for coaching and management.

Candidate profile

• Proven experience supervising or leading a frontline insurance team. Direct UK motor insurance servicing knowledge is an asset.
• Evidence of improving service quality and performance through coaching, including handling difficult feedback constructively.
• Practical understanding of UK customer outcomes, complaint handling and support for customers in vulnerable circumstances.
• Confidence using service data, planning shifts, managing competing priorities and working across locations.
• Excellent English communication, sound judgement and experience managing change or a new product launch.