Night Shift Team Leader (Medical Insurance)

TL;DR

Night Shift Team Leader (Medical Insurance): Leading and coaching a team of Case Managers to deliver 24/7 medical assistance services with an accent on operational oversight and service excellence. Focus on managing escalations, ensuring SLA compliance, and driving continuous improvement in a high-pressure international environment.

Location: Fully remote (UK-based regulations such as FCA/FOS apply)

Salary: Competitive + £5,000 night shift allowance + 5% performance bonus

Company

hirify.global provides international private medical insurance and assistance services to members globally.

What you will do

• Lead, coach, and support a team of Case Managers to ensure high-quality service delivery.
• Act as the primary point of contact for complex queries and case escalations.
• Monitor call performance, inboxes, and team productivity to maintain workflow efficiency.
• Ensure all cases are handled accurately and in alignment with policy and regulatory standards.
• Collaborate with the wider management team to drive operational efficiencies and service improvements.
• Maintain accurate system records and support data validation and month-end reporting.

Requirements

• 3+ years of experience in a Team Leader or senior Case Manager role.
• Strong leadership and people management capabilities.
• Ability to perform under pressure in a fast-paced, internationally focused environment.
• Excellent communication and interpersonal skills.
• Knowledge of FCA/FOS regulations is highly desirable.
• Availability to work night shifts (20:00 – 08:00) on a 5-on/5-off rotation.

Nice to have

• Experience in insurance, healthcare, or claims management.
• Deep understanding of insurance and claims practices.

Culture & Benefits

• Comprehensive health benefits including Bupa dental cover and Health Shield cash plan.
• Financial security via the Royal London pension scheme and death in service benefit.
• Work-life balance perks: Birthday and Christmas Eve off, and paid volunteer days.
• Generous leave policy: 22 days holiday + 8 bank holidays, increasing with tenure.
• Full remote working model with structured training and ongoing professional support.