Customer Service Team Lead

Qover; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

Qover helps partner brands offer digital insurance across Europe. A Customer Care Team Leader is sought to organise daily service, coach new colleagues and elevate quality. The role blends direct people management with practical support for complex customer situations.

You will own UK queue management, onboard four associates, monitor service levels and handle escalations with related teams, contributing to product launches and continuous improvement.

Qualifications

• Experience supervising a frontline insurance team.
• Proven coaching track record to lift quality.
• Understanding of UK customer outcomes and complaint handling.

Responsibilities

• Own daily UK queue management, rotas and escalation of staffing gaps.
• Onboard and coach four associates through reviews and feedback.
• Monitor service levels, customer satisfaction and handling time to plan coaching needs.
• Act as first local escalation point involving wider teams when required.
• Support insurance product launches with training and readiness assessments.
• Work with Care leadership on forecasts, priorities and peak periods.

Skills

People management

Customer service coaching

UK motor insurance knowledge

Data-driven decision making

Change management

Job description

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.