Customer Care Team Leader (Insurance)

Location: London, hybrid

Company

hirify.global helps partner brands offer digital insurance across Europe.

What you will do

• Manage the daily UK queue, rotas, absence cover, staffing-gap escalations, phone coverage, written work, and promised callbacks.
• Onboard and coach four associates through call reviews, written quality checks, regular feedback, and individual development plans.
• Monitor service levels, customer satisfaction, repeat contacts, complaints, accuracy, and handling time to identify workload and coaching needs.
• Act as the first local escalation point for complex customer situations, involving Escalation, Back Office, Claims, or Compliance teams when required.
• Prepare associates for insurance product launches through product training, customer scenarios, knowledge articles, access checks, and readiness assessments.
• Work with Care leadership on forecasts, priorities, and customer feedback while supporting the queue during peaks and protecting time for coaching and management.

Requirements

• Proven experience supervising or leading a frontline insurance team.
• Experience improving service quality and performance through coaching, including handling difficult feedback constructively.
• Practical understanding of UK customer outcomes, complaint handling, and supporting customers in vulnerable circumstances.
• Confidence using service data, planning shifts, managing competing priorities, and working across locations.
• Excellent English communication, sound judgement, and experience managing change or a new product launch.

Nice to have

• Direct UK motor insurance servicing knowledge.

Culture & Benefits

• Permanent contract with hybrid working in London.
• Collaborative work with the wider Customer Care leadership, Escalation, Back Office, Claims, and Compliance teams.
• Applicants from different backgrounds and experiences are welcome.
• Adjustments during the recruitment process can be requested.

Hiring process

• Submit a CV and provide the earliest available start date.
• Tell the hiring team if adjustments are needed during the recruitment process.