Remote Night Shift Team Leader – 24/7 Care and Ops

International Medical Group; United Kingdom; Remote; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Bupa dental cover

Health Shield cash plan

Comprehensive travel insurance

Royal London pension scheme

Death in service benefit

Paid volunteer days

Birthday day off

Christmas Eve off

22 days holiday + 8 bank holidays

Job summary

International Medical Group is seeking a Night Shift Team Leader to join our 24/7 Assistance team, coordinating a UK-based remote operation and guiding Case Managers to deliver high-quality support around the clock. You will oversee performance, ensure compliance with policies, and foster a collaborative, customer-focused culture while managing escalations and driving improvements in service delivery.

Salary includes £29,500–£32,700 plus £5,000 night allowance and a 5% bonus, with a 20:00–08:00

Qualifications

• 3+ years in a Team Leader or senior Case Manager role.
• Strong leadership and people management capability.
• Excellent communication and interpersonal skills.
• Ability to perform under pressure in a fast-paced environment.
• Knowledge of FCA/FOS regulations and insurance/claims practices.

Responsibilities

• Lead, coach, and support a team of Case Managers to deliver excellent service.
• Act as the first point of contact for queries and escalations.
• Promote a positive, high-performance team culture.
• Support training, development, and performance management.
• Monitor call performance, inboxes, and team productivity.
• Ensure cases are handled accurately, efficiently and in line with policy and regulatory standards.
• Maintain oversight of workflows and prioritise tasks.
• Drive service improvement and operational efficiencies.

Skills

Team leadership

People management

Communication

Organization

Customer focus

Resilience under pressure

Job description

International Medical Group is seeking a Night Shift Team Leader to join our 24/7 Assistance team, coordinating a UK-based remote operation and guiding Case Managers to deliver high-quality support around the clock. You will oversee performance, ensure compliance with policies, and foster a collaborative, customer-focused culture while managing escalations and driving improvements in service delivery.

Salary includes £29,500–£32,700 plus £5,000 night allowance and a 5% bonus, with a 20:00–08:00