[Hiring] Night 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. Alongside leading and coaching your team, you’ll remain close to operations by supporting with escalations, case management, and ensuring all customer interactions reflect professionalism and empathy. You’ll play a key role in maintaining service levels, meeting client SLAs, and driving continuous improvement across the team.

Key Responsibilities

• Leadership & Team Management
  • 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
• Operational Oversight
  • 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
• Service Delivery Excellence
  • 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
• Continuous Improvement
  • 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
• 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)