Validations Lead new

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

Are you looking for a new challenge?

Fancy helping us shape the future of motor insurance?

Prima could be the place for you.

Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price.Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain.

To support our growing UK customer base, we are expanding our Customer Care operations into Manchester. While our established London hub continues to operate at full strength, this new Manchester location represents a strategic investment in our capacity and service capabilities.

As the Validations Lead you will combine hands on operational leadership with team mentorship to ensure our 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.

Excited to make an impact? Here are the details