Customer Care Team Leader

Qover; Greater London; On-site; GBP 50,000 - 60,000; Full time

Job summary

Qover in the United Kingdom is seeking an experienced team leader to organise daily service, coach new colleagues and uphold a high standard of quality in customer care. You will manage queues, schedules and escalations while supporting complex customer scenarios.

You will work with the Care leadership team to coach associates, monitor performance and drive improved customer outcomes, with a focus on handling time, complaints, and transformation during product launches.

Qualifications

• Proven experience supervising or leading a frontline insurance team.

Responsibilities

• Own daily UK queue management, rotas and escalation of staffing gaps.
• Onboard and coach associates through call reviews and quality checks.
• Monitor service levels, customer satisfaction and accuracy; use metrics to guide coaching.
• Act as local escalation point, involving Care, Back Office, Claims or Compliance as needed.
• Support product launches with training, scenarios and knowledge articles.
• Collaborate with Care leadership on forecasts, priorities and customer feedback.

Skills

Team leadership

Coaching

Customer service

Change management

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.