Customer Care Team Leader

Qover helps partner brands offer digital insurance across Europe. Our Customer Care teams make that service personal: listening carefully, explaining coverages clearly and helping customers move forward when they need support.

We’re recruiting an experienced team leader who can organise daily service, coach new colleagues and establish a high bar for quality. The role combines direct people management with practical support for complex customer situations.

Responsibilities

• Own daily UK queue management, rotas, absence cover and escalation of staffing gaps. Coordinate phone coverage with written work and promised callbacks.
• Onboard and coach the four associates through call reviews, written quality checks, regular feedback and individual development plans.
• Monitor service levels, customer satisfaction, repeat contacts, complaints and accuracy. Use handling time to understand workload and coaching needs alongside quality measures.
• Act as the first local escalation point within agreed authority, involving the wider Escalation, Back Office, Claims or Compliance teams when required.
• Help prepare the insurance product launches through product training, realistic customer scenarios, knowledge articles, access checks and individual readiness assessments.
• Work with the wider Care leadership team on forecasts, priorities and customer feedback; support the queue during peaks while preserving time for coaching and management.

Requirements

• Proven experience supervising or leading a frontline insurance team. Direct UK motor insurance servicing knowledge is an asset.
• Evidence of improving service quality and performance through coaching, including handling difficult feedback constructively.
• Practical understanding of UK customer outcomes, complaint handling and support for 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.