UK Insurance Care Team Lead | Coaching & Escalations

Portage Ventures GP Inc.; Greater London; Vor Ort; GBP 50.000 - 60.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• Proven experience supervising or leading a frontline insurance team.

Aufgaben

• 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.

Kenntnisse

Team leadership

Coaching

Customer service

Change management

UK motor insurance

Jobbeschreibung

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.