Customer Care Team Lead

Customer Care Lead - Launch a New Manchester OperationBuild a Team. Shape a Culture. Leave Your Mark.Most leadership roles ask you to join an established team.This isn't one of them.£40,000 plus 10% bonusSaturday - time and a half! Bank holidays - Double time4 days a week onsiteThis is a rare opportunity to become one of the founding leaders of a brand-new Customer Care operation in Manchester, helping to build a high-performing team, shape a winning culture, and influence how customer service is delivered as the business enters its next phase of growth.If you're currently a Senior Customer Service Specialist, Team Leader, Escalations Lead, Customer Care Supervisor or an ambitious people manager ready for a bigger challenge, this could be the career move that defines the next chapter of your journey.We're looking for someone with the confidence to lead, the credibility to inspire, and the presence to bring people together. Someone who thrives in fast-paced environments, enjoys solving problems, and wants their voice to be heard.You'll work closely with senior stakeholders and collaborate with an established London operation to create one seamless customer experience, with no silos, no "them and us" mentality, and no limits on your impact.Why this opportunity is different✔ Be part of the founding leadership team for a brand-new Manchester operation✔ Play a key role in building a team expected to grow significantly over the coming years✔ Influence processes, culture, ways of working and customer experience from day one✔ Work alongside a successful, scaling technology-led insurance business✔ Gain visibility with senior leadership and help shape future growth plans✔ Step into a role where your ideas matter and your contribution is genuinely seenWhat you'll be doingThis is a hands-on leadership position where you'll lead from the front while helping build a highly engaged, customer-focused team.You'll:Coach, motivate and develop Customer Care colleagues to achieve exceptional customer outcomesAct as the go-to escalation point for complex customer enquiries and complaintsDrive performance, quality standards and service excellence across the operationSupport workforce planning, productivity and operational deliveryAnalyse customer trends, team performance and service data to identify improvementsBuild a culture of accountability, collaboration and continuous improvementWork closely with the London team to ensure a consistent and seamless customer experiencePartner with the Customer Care Manager to help scale and evolve the Manchester operationLead by example, rolling up your sleeves when needed and supporting customers across phone, email and live chatWho we're looking forWe're less interested in job titles and more interested in leadership potential.You may currently be:A Senior Customer Care Advisor ready for your first formal leadership roleA Team Leader looking for a bigger platform and greater influenceAn Escalations, Complaints or Service Excellence Specialist wanting broader responsibilityA Supervisor from insurance, banking, financial services, fintech or another regulated environmentYou'll bring:Outstanding communication skills and natural leadership presenceThe confidence to engage with stakeholders at all levelsExperience coaching, mentoring or developing othersA passion for delivering exceptional customer experiencesStrong judgement, resilience and problem-solving abilityA collaborative mindset and desire to build something meaningfulExperience within insurance, banking, financial services, fintech or another regulated environment would be highly advantageousThe type of person who will thrive hereYou're ambitious.You enjoy being part of growth stories.You don't just want to follow a playbook, you want to help write it.You get energy from building teams, improving processes and creating an environment where people can perform at their best.Most importantly, you want a role where your contribution will be visible, valued and genuinely impactful.Ready to build something special?Opportunities to join an established business and help create a brand-new operation from the ground up don't come around often.If you're looking for more than just another Team Leader role, and you're ready to help shape the future of customer care in a fast-growing, innovative organisation, we'd love to hear from you.Be one of the people who builds it. Not one of the people who inherits it.