Assistance Team Leader

Role overview

IMG (International Medical Group) is hiring an experienced and driven Assistance Team Leader to help deliver round-the-clock assistance services. The position plays an important part in driving excellent customer outcomes, maintaining strong team results, and ensuring the work stays fully aligned with internal procedures and service expectations.

This is a hands-on leadership position where you will combine direct case handling with daily team management. You will coach Assistance Case Managers, support the wider management group, and contribute to ongoing improvements in service quality.

Working arrangement and pay

This role follows a remote working model. The salary offered is £31,500 to £35,000 per year, plus a 5% performance bonus.

The intended start date is Monday 3rd August.

Key duties

• Take ownership of service delivery across the 24/7 Assistance team.
• Track call handling, productivity, inbox activity, and service levels, and escalate concerns when needed.
• Make sure client SLAs, KPIs, and contractual commitments are achieved consistently.
• Drive efficient working practices and consistently high standards of delivery.
• Spot service risks and lead improvements that raise both quality and efficiency.
• Coach, guide, and support Assistance Case Managers and Administrators.
• Help with training, development, and performance management to the required standard.
• Serve as the first point of escalation for team questions and case issues.
• Clearly communicate team goals, targets, and performance results.
• Encourage a collaborative, high-performing team environment that reflects company values.
• Ensure schemes are accurately configured in the relevant systems.
• Keep system notes and records complete, accurate, and compliant.
• Review, prioritise, and allocate system tasks so they are completed on time.
• Support case escalations and authorisation requests when required.
• Produce and interpret operational reports relating to case setup, open cases, and productivity.
• Work with Finance on month-end queries and data checks, and share relevant feedback with the team.
• Partner with management to resolve service issues, training gaps, complaints, and process improvements.
• Promote teamwork, clear communication, and consistent standards across the business.
• Maintain a professional approach at all times and ensure compliance with internal and regulatory requirements.

Candidate profile

You should be a confident, customer-oriented leader who performs well in a fast-paced assistance or insurance setting. The role suits someone who can balance operational responsibilities with people management.

Experience and strengths

• At least 2 years of experience in a comparable sector at Team Leader or Case Manager level.
• Comfort working with multiple operational systems and platforms.
• Working knowledge of FCA/FOS regulations and insurance fundamentals.
• Background in claims handling or assistance operations.
• General business administration experience.
• Strong accountability and a dependable work ethic.
• Excellent customer service orientation.
• Good communication and people management ability.
• Commercial awareness with the ability to manage priorities and performance.
• Open to change and continuous improvement initiatives.
• Strong collaboration and teamwork skills.

Benefits and package

• Competitive salary with a 5% performance bonus.
• Fully remote working.
• Structured training and ongoing support.
• Opportunity to build experience in international private medical insurance.
• A professional, collaborative, and supportive workplace.
• Bupa dental cover.
• Health Shield cash plan, covering optical and everyday healthcare needs.
• Comprehensive travel insurance.
• Royal London pension scheme.
• Death in service benefit.
• Paid volunteer days.
• Birthday off and Christmas Eve off.
• 22 days of holiday plus 8 bank holidays, increasing to 30 days with tenure, pro-rated depending on shift pattern.

Additional information

This role is focused on delivering strong customer service with flexibility, stability, and room to grow. The role is based remotely and is part of the assistance function within a professional international medical insurance environment.