Out of Hours Team Leader – Operations

Location: Fully remote or hybrid in Ipswich, United Kingdom. The role includes twilight shifts, evening work, weekends, and bank holiday coverage as required. Applicants must have the right to work for any employer in the UK; visa sponsorship is not available.

Salary: £30,000–£35,000 per annum

Company

hirify.global, part of Capgemini, delivers intelligent operations and business transformation services, including AI-powered solutions for clients across multiple industries.

What you will do

• Lead, coach, and develop a team of 10–18 customer service and claims-handling colleagues.
• Monitor performance against SLAs, KPIs, quality standards, and customer outcomes.
• Conduct one-to-ones, performance reviews, coaching sessions, and colleague development activities.
• Manage attendance, performance, conduct, capability, engagement, and wellbeing matters.
• Allocate resources, support operational changes, and identify continuous improvement opportunities through performance analysis.
• Handle escalations and collaborate with Team Leaders, Operations Managers, and support functions.

Requirements

• Previous Team Leader, Senior Advisor, or equivalent leadership experience in insurance, claims, financial services, contact centre, or customer service operations.
• Experience leading and developing teams in a fast-paced operational environment.
• Strong people management, coaching, communication, stakeholder management, organisational, and problem-solving skills.
• Experience managing performance through KPIs and service-based targets.
• Ability to make sound decisions under pressure and adapt to changing business demands.
• Right to work for any employer in the UK is required; sponsorship is not available.

Nice to have

• Experience with motor claims, insurance claims, or third-party administrator operations.
• Knowledge of workforce planning, scheduling, or resource management.
• Understanding of FCA-regulated environments.

Culture & Benefits

• Fully remote or hybrid working options in Ipswich.
• Permanent full-time employment at 37.5 hours per week.
• Employee benefits and wellbeing support programmes.
• Background checks and client-required vetting apply before starting.