Customer Service Team Leader (Insurtech)

Location: Salford, United Kingdom

Company

hirify.global develops video telematics and insurtech solutions used by UK fleets, construction companies, and public services to improve vehicle and site safety.

What you will do

• Lead, mentor, and motivate customer service representatives to achieve departmental goals and maintain high service standards.
• Monitor team performance against key metrics, provide coaching, and support individual development.
• Deliver training on customer communication, problem-solving, and product knowledge.
• Manage customer escalations and complex issues with empathy and decisiveness.
• Implement quality assurance processes, review customer interactions, and identify process improvements from feedback and performance data.
• Schedule team members, distribute workloads, maintain peak-period coverage, and report performance and challenges to senior management.

Requirements

• 3–5 years of customer service experience with a record of delivering strong customer outcomes.
• At least 2 years of team leadership or supervisory experience in a customer service environment.
• Strong interpersonal, communication, conflict-resolution, organizational, and analytical skills.
• Experience with CRM systems, ticketing software, call center management tools, performance metrics, and data interpretation.
• Ability to train, develop, and motivate team members while making customer-focused decisions.

Nice to have

• Experience with workforce management systems and quality assurance processes.
• Knowledge of customer service best practices and industry standards.

Culture & Benefits

• Supportive, collaborative, and professional working environment focused on customer satisfaction and employee engagement.
• Global diversity, equality, and inclusion networks covering LGBTQ+ inclusion, cultural diversity, women’s empowerment, mental health, neurodiversity, and disability support.
• Female health, pregnancy loss, fertility treatment, and endometriosis support policies.
• Mental Health First Aiders, disability inclusion commitments, and community volunteering initiatives.
• Payroll giving and matched funding opportunities.

Hiring process

• Apply online; the recruitment team can provide additional information about the role and working at hirify.global.