Assistance Team Leader – Remote

About the role

We are seeking an experienced Assistance Team Leader to manage our 24/7 assistance service remotely. The role combines hands‑on case handling with day‑to‑day leadership, ensuring high‑quality outcomes for customers while developing a high‑performing team.

Key responsibilities

• Take overall responsibility for service delivery within the 24/7 assistance team, monitoring call performance, productivity and service levels.
• Ensure client SLAs, KPIs and contractual objectives are consistently met and drive efficiency improvements.
• Coach, mentor and support Assistance Case Managers and Administrators, handling escalations and performance management.
• Maintain accurate system notes, set up schemes, prioritize and assign tasks, and analyse operational reports.
• Collaborate with finance on month‑end queries, support training needs, and contribute to governance and compliance activities.

Required profile

• Minimum two years’ experience in assistance, insurance or call‑centre environments.
• Strong sense of accountability, customer focus and service mindset.
• Effective people‑management and communication abilities.
• Business acumen to manage priorities, performance and continuous‑improvement initiatives.

Required skills

What we offer

• Competitive salary £31,500 – £35,000 per year plus a 5 % performance bonus.
• Fully remote working model.
• Opportunities for professional development and leadership growth.