Assistance Team Leader (Remote)

About the role

We are seeking an experienced and motivated Assistance Team Leader to oversee our 24/7 assistance services. Working remotely, you will balance hands‑on case management with day‑to‑day leadership, coaching a team of Assistance Case Managers and collaborating with senior management to continuously improve service delivery.

Key responsibilities

• Take overall responsibility for service delivery within the 24/7 Assistance team.
• Monitor call performance, productivity, inbox management and service levels, escalating issues as needed.
• Ensure client SLAs, KPIs and contractual objectives are consistently met.
• Promote efficiency and high‑quality performance across all service aspects.
• Identify service risks and champion improvements that enhance quality and efficiency.
• Provide coaching, guidance and direction to Assistance Case Managers and Administrators.
• Support training, development and performance management to required standards.
• Act as the first escalation point for team queries and case‑related issues.
• Maintain accurate, complete and compliant system notes and documentation.
• Review, prioritise and assign system tasks to ensure timely completion.
• Run and analyse operational reports covering case set‑up, open cases and productivity.
• Support Finance with month‑end queries and data validation.
• Collaborate with the wider management team to resolve service delivery issues, training needs, complaints and process improvements.

Required profile

• Confident, customer‑focused leader with experience in fast‑paced assistance or insurance environments.
• Strong sense of accountability and commitment.
• Excellent customer focus and service mindset.
• Effective people management and communication skills.
• Sound business acumen with ability to manage priorities and performance.
• Comfortable supporting change and continuous improvement initiatives.
• Strong teamwork and collaboration skills.

Required skills

What we offer

• Salary between £31,500 and £35,000 per year.
• 5 % performance bonus.
• Fully remote working model.