Remote Assistance Team Leader - 24/7 Service Excellence in Redhill

We’re looking for an experienced and motivated Assistance Team Leader to support the delivery of high‑quality, 24/7 assistance services. This role is key to ensuring exceptional customer outcomes, strong team performance, and full compliance with company procedures and service standards.

Leading by example, you’ll balance hands‑on case management with day‑to‑day leadership responsibilities, coaching and supporting a team of Assistance Case Managers while working closely with the wider management team to continuously improve service delivery.

• Take overall responsibility for service delivery within the 24/7 Assistance team.
• Monitor call performance, productivity, inbox management, and service levels, escalating issues where required.
• Ensure client SLAs, KPIs, and contractual objectives are consistently met.
• Promote efficiency and high‑quality performance across all aspects of service delivery.
• 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.
• Communicate team objectives, targets, and performance outcomes clearly.
• Foster a collaborative, high‑performing team culture aligned with company values.
• Ensure schemes are correctly set up across relevant systems.
• Maintain accurate, complete, and compliant system notes and documentation.
• Review, prioritise, and assign system tasks to ensure timely completion.
• Assist with case escalations and authorisations as required.
• Run and analyse operational reports covering case set‑up, open cases, and productivity.
• Support Finance with month‑end queries and data validation, ensuring feedback is shared with the team.
• Work closely with the management team to resolve service delivery issues, training needs, complaints (actual or potential), and process improvements.
• Promote strong teamwork, communication, and consistent standards across the business.
• Operate in a professional manner at all times, ensuring compliance with internal and regulatory expectations.

You’re a confident, customer‑focused leader who thrives in a fast‑paced assistance or insurance environment and enjoys balancing operational delivery with people leadership.

• Strong sense of accountability and commitment.
• Excellent customer focus and service mindset.
• Effective people management and communication skills.
• Sound business acumen with the ability to manage priorities and performance.
• Comfortable supporting change and continuous improvement initiatives.
• Strong teamwork and collaboration skills.

• Minimum of 2 years’ experience in a similar industry, at Team Leader or Case Manager level.
• Systems knowledge and confidence using multiple operational platforms.
• Understanding of FCA/FOS regulations and insurance principles.
• Experience in claims practice or assistance environments.
• General business administration experience.

• Competitive salary + 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

• 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)

If you’re passionate about delivering great customer service and looking for a role that offers flexibility, stability, and development, we’d love to hear from you. Apply today and take the next step in your career.

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.