At a Glance
- Tasks: Lead a dynamic team providing 24/7 support and exceptional customer service.
- Company: Join a forward-thinking company dedicated to service excellence.
- Benefits: Competitive salary, night shift allowance, remote work, and generous holiday package.
- Other info: Enjoy a collaborative environment with opportunities for growth.
- Why this job: Make a real impact by supporting people in critical situations.
- Qualifications: 3+ years in a leadership role with strong communication skills.
The predicted salary is between 31500 - 35000 £ per year.
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.
Remote Night Shift Team Leader – 24/7 Support in Redhill employer: International Medical Group
Join a dynamic and supportive team as a Remote Night Shift Team Leader, where you will have the opportunity to lead high-performing teams in delivering exceptional customer service. Enjoy a competitive salary with additional night shift allowances, comprehensive benefits including health cover and generous holiday entitlement, and a culture that prioritises employee growth and collaboration. This role not only allows you to make a meaningful impact on global members during critical times but also offers structured training and ongoing support to help you thrive in your leadership career.
Contact Details:
International Medical Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Remote Night Shift Team Leader – 24/7 Support in Redhill
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Night Shift Team Leader role. You never know who might have the inside scoop on openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We recommend using the STAR method to structure your answers — it’ll help you showcase your experience effectively.
✨Tip Number 3
Don’t forget to research the company culture! Understanding their values and mission can give you an edge in interviews. Plus, it shows you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website for the best chance at landing that job! It’s the quickest way to get your application in front of the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Remote Night Shift Team Leader – 24/7 Support in Redhill
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Night Shift Team Leader role. Highlight your leadership experience and any relevant customer service achievements to grab our attention!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for leading teams and delivering exceptional service. Let us know why you’re excited about this opportunity and how you can contribute to our 24/7 Assistance team.
Showcase Your Communication Skills:As a Team Leader, communication is key! Use clear and concise language in your application. This will not only demonstrate your writing skills but also give us a taste of how you’ll communicate with your team and clients.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at International Medical Group
✨Know Your Team Leadership Style
Before the interview, think about your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've successfully led teams in the past, especially in high-pressure situations.
✨Demonstrate Customer Service Excellence
Prepare to discuss your approach to delivering exceptional customer service. Think of scenarios where you handled escalations or difficult cases, and highlight how you ensured professionalism and empathy in those interactions.
✨Familiarise Yourself with Operational Oversight
Brush up on key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be prepared to talk about how you’ve monitored team productivity and maintained high standards in previous positions.
✨Showcase Continuous Improvement Mindset
Think of examples where you identified areas for improvement within a team or process. Discuss how you implemented changes that led to better service delivery or operational efficiencies, demonstrating your proactive approach.
