[Hiring] Night Shift Team Leader @International Medical Group

Role Description

As a Team Leader within our 24/7 Assistance function, you’ll be responsible for overseeing service delivery, ensuring high standards are maintained, and supporting your team to succeed.

• Lead, coach, and support a team of Case Managers to deliver excellent service
• Act as the first point of contact for queries and escalations
• Promote a positive, high-performance team culture
• Support training, development, and performance management
• Monitor call performance, inboxes, and team productivity
• Ensure cases are handled accurately, efficiently, and in line with policy and regulatory standards
• Maintain oversight of workflows, ensuring tasks are prioritised and completed
• Identify and escalate service issues and drive improvements
• Ensure all interactions meet high standards of professionalism and empathy
• Manage escalated cases and authorisations
• Support SLAs, KPIs, and client expectations
• Maintain accurate system records and reporting
• Drive service improvement and operational efficiencies
• Collaborate with the wider management team
• Support reporting, data validation, and month-end processes

Qualifications

• Proven experience in a Team Leader or senior Case Manager role (3+ years preferred)
• Strong leadership and people management capability
• Excellent communication and interpersonal skills
• Ability to perform under pressure in a fast-paced environment
• Strong organisational skills and attention to detail
• Commercial awareness with a customer-first mindset

Requirements

• Desirable: Experience in insurance, healthcare, or claims
• Knowledge of FCA/FOS regulations
• Understanding of insurance and claims practices

Benefits

• Competitive salary + £5,000 night shift allowance + 5% performance bonus
• Fully remote working
• Structured training and ongoing support to help you succeed
• Opportunity to gain experience within international private medical insurance
• A collaborative, professional, and supportive working environment
• Bupa dental cover to support your oral health
• Health Shield cash plan (including optical and everyday healthcare)
• Comprehensive travel insurance for added peace of mind
• Royal London pension scheme to support your future
• Death in service benefit for financial protection
• Paid volunteer days to give back to causes that matter to you
• Birthday day off + Christmas Eve off
• 22 days holiday + 8 bank holidays (increasing to 30 days with tenure, pro-rated depending on shift pattern)