Out of Hours Team Leader – Operations

WNS

. Lead, coach and develop a team of customer service and claims handling colleagues to achieve operational objectives .

Posted 10/9/2026full-timeRemote • United KingdomSenior💰 £30,000 - £35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and people management skills in a fast-paced operational environment, with a focus on performance management, team development, and customer service excellence. Capable of driving engagement and continuous improvement while maintaining compliance and quality standards.

Highest-signal resume keywords

Team LeadershipPerformance ManagementCoaching SkillsCustomer Service ExcellenceStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementPerformance AnalysisOperational Change ImplementationResource ManagementWorkforce Planning

Soft Skills

Excellent CommunicationProblem-Solving MindsetOrganizational SkillsAdaptabilityTeam Collaboration

Industry Keywords

InsuranceClaims HandlingFinancial ServicesContact CentreFCA-Regulated Environments

About the role

Key responsibilities & impact

Lead, coach and develop a team of customer service and claims handling colleagues to achieve operational objectives
Monitor individual and team performance against SLAs, KPIs, quality standards and customer outcomes
Conduct regular one-to-ones, performance reviews and coaching sessions
Drive colleague engagement, wellbeing and development, creating a positive and supportive team culture
Manage attendance, performance, conduct and capability matters in line with company policies
Ensure resources are effectively utilised to meet customer demand and service requirements
Support the implementation of operational changes and business initiatives
Analyse performance data and identify opportunities for continuous improvement
Act as an escalation point for complex customer, client or operational issues
Work collaboratively with fellow Team Leaders, Operations Managers and wider support functions
Maintain high standards of compliance, quality and customer service
Support recruitment, onboarding and training of new colleagues when required
Lead operations across twilight shifts, evening work, weekend working and bank holiday coverage as required

Requirements

What you’ll need

Previous Team Leader, Senior Advisor or equivalent leadership experience within an insurance, claims, financial services, contact centre, or customer service environment
Demonstrable experience leading and developing teams in a fast-paced operational setting
Strong people management and coaching skills
Experience managing performance through KPIs and service-based targets
Excellent communication and stakeholder management skills
Ability to make sound decisions under pressure
Strong organisational skills with the ability to prioritise effectively
Adaptable and resilient, with the ability to respond positively to changing business demands
Enthusiastic and proactive approach to leadership
Natural ability to motivate and inspire colleagues
Strong problem-solving mindset
Positive role model who leads by example
Collaborative team player who supports peers and management teams
Customer-focused with a passion for delivering excellent service
Flexibility to work twilight shifts, evening work, weekends, and bank holidays where required
Desirable: experience within motor claims, insurance claims or TPA operations
Desirable: understanding of workforce planning, scheduling or resource management
Desirable: knowledge of FCA-regulated environments

Benefits

Comp & perks

Access to employee benefits
Wellbeing support programmes
Friendly and collaborative working environment
Team culture valuing professionalism, teamwork, customer service, and continuous improvement