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 and development.
- 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 Surrey 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. With a competitive salary, generous benefits including a night shift allowance, and a commitment to employee growth through structured training, this role offers a unique chance to make a meaningful impact while working in a fully remote environment. Experience a collaborative culture that values diversity and provides opportunities for professional development, making it an excellent choice for those seeking rewarding employment.
Contact Details:
International Medical Group Recruitment Team
