Insurance Customer Care Team Leader - Coaching & Ops

Qover; England; On-site; GBP 42,000 - 54,000; Full time

Job summary

Qover in the United Kingdom is seeking an experienced team leader to organise daily service for our UK insurance operations. You will coach four associates, run performance reviews, and ensure high quality customer outcomes while coordinating across care channels.

The role combines hands-on people management with practical support for complex customer situations, including escalation to Claims, Compliance, and Back Office as needed.

Qualifications

• Experience supervising or leading a frontline insurance team.
• Evidence of improving service quality through coaching.
• Understanding of UK customer outcomes and complaint handling.
• Experience managing change or a new product launch.

Responsibilities

• Own daily UK queue management, rotas and escalation of staffing gaps.
• Onboard and coach associates through call reviews and feedback.
• Monitor service levels, customer satisfaction and handling time.
• Act as first local escalation point with Escalation, Back Office, Claims, or Compliance.
• Support product launches with training and readiness assessments.
• Forecasts and queue support with leadership team during peaks.

Skills

Team leadership

Coaching

UK motor insurance knowledge

Quality improvement

Job description

Qover in the United Kingdom is seeking an experienced team leader to organise daily service for our UK insurance operations. You will coach four associates, run performance reviews, and ensure high quality customer outcomes while coordinating across care channels.

The role combines hands-on people management with practical support for complex customer situations, including escalation to Claims, Compliance, and Back Office as needed.