Motor Insurance Validations Lead — Team Leader & Mentor

helloprima; Manchester; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Prima in Manchester is expanding its UK Customer Care operations. The Validations Lead will combine hands-on operational leadership with team mentorship to ensure policy validation processes are efficient, accurate, and customer centric.

Balancing day-to-day people management with active case handling, you will maintain high quality standards, drive key performance metrics, and foster a supportive, high-trust team culture.

Qualifications

• Leadership experience in a customer care/ops environment.
• Experience with policy validation or QA is preferred.
• Strong communication and KPI-driven mindset.

Responsibilities

• Lead and mentor a team of validation agents.
• Balance day-to-day people management with hands-on case handling.
• Define and monitor quality standards and KPIs to ensure customer-centric outcomes.

Skills

Leadership

Team mentorship

Operations management

Customer service

Tools

CRM software

Job description

Prima in Manchester is expanding its UK Customer Care operations. The Validations Lead will combine hands-on operational leadership with team mentorship to ensure policy validation processes are efficient, accurate, and customer centric.

Balancing day-to-day people management with active case handling, you will maintain high quality standards, drive key performance metrics, and foster a supportive, high-trust team culture.