Night Team Leader

Night Shift Team Leader – 24/7 AssistanceWorking Model: Remote Salary: £31,500 – £35,000 + £5,000 night allowance + 5% performance bonus Working Pattern: 20:00 – 08:00 | 5 on, 5 offAre you an experienced Team Leader with a passion for delivering exceptional customer service and leading high-performing teams? We’re looking for a Night Shift Team Leader to join our 24/7 Assistance team, playing a pivotal role in supporting global members and ensuring service excellence around the clock.This is a fantastic opportunity to step into a leadership role where you’ll combine operational oversight, people management, and hands-on case support in a fast-paced, internationally focused environment.About the RoleAs 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 ResponsibilitiesLeadership & Team ManagementLead, coach, and support a team of Case Managers to deliver excellent serviceAct as the first point of contact for queries and escalationsPromote a positive, high-performance team cultureSupport training, development, and performance managementOperational OversightMonitor call performance, inboxes, and team productivityEnsure cases are handled accurately, efficiently, and in line with policy and regulatory standardsMaintain oversight of workflows, ensuring tasks are prioritised and completedIdentify and escalate service issues and drive improvementsService Delivery ExcellenceEnsure all interactions meet high standards of professionalism and empathyManage escalated cases and authorisationsSupport SLAs, KPIs, and client expectationsMaintain accurate system records and reportingContinuous ImprovementDrive service improvement and operational efficienciesCollaborate with the wider management teamSupport reporting, data validation, and month-end processesWhat We’re Looking ForProven experience in a Team Leader or senior Case Manager role (3+ years preferred)Strong leadership and people management capabilityExcellent communication and interpersonal skillsAbility to perform under pressure in a fast-paced environmentStrong organisational skills and attention to detailCommercial awareness with a customer-first mindsetDesirable:Experience in insurance, healthcare, or claimsKnowledge of FCA/FOS regulationsUnderstanding of insurance and claims practicesWhat We OfferCompetitive salary + £5,000 night shift allowance + 5% performance bonusFully remote workingStructured training and ongoing support to help you succeedOpportunity to gain experience within international private medical insuranceA collaborative, professional, and supportive working environmentBenefits PackageBupa dental cover to support your oral healthHealth Shield cash plan (including optical and everyday healthcare)Comprehensive travel insurance for added peace of mindRoyal London pension scheme to support your futureDeath in service benefit for financial protectionPaid volunteer days to give back to causes that matter to youBirthday day off + Christmas Eve off22 days holiday + 8 bank holidays (increasing to 30 days with tenure, pro-rated depending on shift pattern)Working PatternNight shifts: 20:00 – 08:00 (5 on / 5 off rotation)Training: Initially completed on day shifts (08:00–16:30, 09:00–17:30, 10:00–18:30, 12:00–20:30), including approximately 1 in 3 weekends, before transitioning to nightsWhy Join Us?This is more than just a leadership role — it’s an opportunity to make a real impact. You’ll lead a team that supports people during critical and often stressful situations, ensuring they receive the highest level of care and service when they need it most.If you’re ready to take the next step in your leadership career, we’d love to hear from you. Apply today and take the next step in your career. IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.Originally posted on Himalayas