Out of Hours Team Leader – Operations

Out of Hours Team Leader – Operations

Location: Fully Remote/Hybrid (Ipswich) 

Contract Type: Full Time, Permanent

Hours: 37.5 Hours per Week

Salary: £30,000 - £35,000 per annum

About the Role

Due to continued growth within our Out of Hours operation, WNSA is looking to recruit an experienced and motivated Team Leader to join our leadership team.

As a Third Party Administrator, we provide services to a variety of clients, predominantly within the motor insurance sector. Operating in a fast-paced environment, our teams handle a broad range of customer interactions and claims-related activities, ensuring excellent customer outcomes while meeting client and customer expectations.

The Out of Hours Team Leader will be responsible for leading, motivating, and developing a team within a workforce of approximately 10-18 colleagues, working alongside fellow Team Leaders to deliver exceptional service across twilight shifts and weekend operations. This role requires a resilient, adaptable leader who can thrive in an ever-changing environment and positively influence both team performance and culture.

Key Responsibilities

• Lead, coach and develop a team of customer service and claims handling colleagues to achieve operational objectives.
• Monitor individual and team performance against SLA’s, KPIs, quality standards and customer outcomes.
• Conduct regular one-to-ones, performance reviews and coaching sessions.
• Drive colleague engagement, wellbeing and development, creating a positive and supportive team culture.
• Manage attendance, performance, conduct and capability matters in line with company policies.
• Ensure resources are effectively utilised to meet customer demand and service requirements.
• Support the implementation of operational changes and business initiatives.
• Analyse performance data and identify opportunities for continuous improvement.
• Act as an escalation point for complex customer, client or operational issues.
• Work collaboratively with fellow Team Leaders, Operations Managers and wider support functions.
• Maintain high standards of compliance, quality and customer service at all times.
• Support recruitment, onboarding and training of new colleagues when required.
Essential Experience

• Previous Team Leader, Senior Advisor or equivalent leadership experience within an insurance, claims, financial services, contact centre, or customer service environment.
• Demonstrable experience leading and developing teams in a fast-paced operational setting.
• Strong people management and coaching skills.
• Experience managing performance through KPIs and service-based targets.
• Excellent communication and stakeholder management skills.
• Ability to make sound decisions under pressure.
• Strong organisational skills with the ability to prioritise effectively.
Personal Attributes

• Adaptable and resilient, with the ability to respond positively to changing business demands.
• Enthusiastic and proactive approach to leadership.
• Natural ability to motivate and inspire colleagues.
• Strong problem-solving mindset.
• Positive role model who leads by example.
• Collaborative team player who supports both peers and management teams.
• Customer-focused with a passion for delivering excellent service.
Working Pattern

This position forms part of our Out of Hours leadership team and will involve a variety of shift patterns, including:

• Twilight shifts
• Evening work
• Weekend working
• Bank holiday coverage where required
Flexibility is essential to support the operational demands of a 24/7 customer service environment.

Function: Customer Service
Experience Level: Mid-Senior Level