Assistance Team Lead - Nights

Night Shift Team Leader – 24/7 Assistance

Working Model: Remote
Salary: £31,500 – £35,000 + £5,000 night allowance + 5% performance bonus
Working Pattern: 20:00 – 08:00 | 5 on, 5 off

Are 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 Role

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

What We’re Looking For

• 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

What We Offer

• 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

Benefits Package

• 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)

Working Pattern

• Night 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 nights

Why 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.

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.