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
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.
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.
