{"id":3864527,"url":"https://alion.io/job/qover-customer-care-team-leader","title":"Customer Care Team Leader","company":{"id":54453,"name":"Qover","domain":"qover.com","url":"https://alion.io/company/qover","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T11:48:11Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-15T02:38:14Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"About Qover\nQover helps partner brands offer digital insurance across Europe. Our Customer Care teams make that service personal: listening carefully, explaining coverages clearly and helping customers move forward when they need support.\nThe role\nWe’re recruiting an experienced team leader who can organise daily service, coach new colleagues and establish a high bar for quality. The role combines direct people management with practical support for complex customer situations.\nCore responsibilities\nOwn daily UK queue management, rotas, absence cover and escalation of staffing gaps. Coordinate phone coverage with written work and promised callbacks.\n\nOnboard and coach the four associates through call reviews, written quality checks, regular feedback and individual development plans.\n\nMonitor service levels, customer satisfaction, repeat contacts, complaints and accuracy. Use handling time to understand workload and coaching needs alongside quality measures.\n\nAct as the first local escalation point within agreed authority, involving the wider Escalation, Back Office, Claims or Compliance teams when required.\n\nHelp prepare the insurance product launches through product training, realistic customer scenarios, knowledge articles, access checks and individual readiness assessments.\n\nWork with the wider Care leadership team on forecasts, priorities and customer feedback; support the queue during peaks while preserving time for coaching and management.\n\nCandidate profile\nProven experience supervising or leading a frontline insurance team. Direct UK motor insurance servicing knowledge is an asset.\n\nEvidence of improving service quality and performance through coaching, including handling difficult feedback constructively.\n\nPractical understanding of UK customer outcomes, complaint handling and support for customers in vulnerable circumstances.\n\nConfidence using service data, planning shifts, managing competing priorities and working across locations.\n\nExcellent English communication, sound judgement and experience managing change or a new product launch.","description_format":"text","description_chars":2081,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Financial Services","InsurTech"],"lifecycle":[{"event":"open","at":"2026-11-06T11:32:07Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.811,"p_room":0.9,"age_days":15,"expected_fill_days":30,"reasons":["conf:3","win:mid"],"computed_at":"2026-11-14T05:58:10Z"},"pay":null,"html_url":"https://alion.io/job/qover-customer-care-team-leader","json_url":"https://alion.io/job/qover-customer-care-team-leader.json","meta":{"generated_at":"2026-11-15T03:43:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7041,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54453},"rest":"https://alion.io/mcp/rest/get_company?id=54453"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fqover-customer-care-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fqover-customer-care-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fqover-customer-care-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/qover-customer-care-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fqover-customer-care-team-leader"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3864527}},{"tool":"search_jobs","arguments":{"company":"qover.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3864527},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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