Customer Care Lead

Assist with day to day people leadership of the Customer Care function

Analyse contact volumes and KPIs using reporting functions

Ensure work processes and quality standards are consistently applied and improved

Motivate and help to develop a highly skilled team

Deputise in the absence of the Customer Care Manager

Support and resolve requests from team members to provide a comprehensive response to our customers

Build strong relationships with both internal and external customers by providing outstanding levels of service and process/project/change management

Coach the team to deal with complex customer interactions that are escalated from Customer Care team members

Second point of escalation for customer complaints

Investigating and responding to informal and formal complaints where needed

Handling DSAR requests and responding to customers in required timeframe where appropriate

Help create a customer care environment where teamwork, empowerment and trust are embodied by the team

Maintain close understanding of customers and products by engaging in regular Customer Fulfilment Specialist activities (handling customer queries via phone, email, and live chat)

Leadership, supervisory, or senior escalation experience in a fast paced Customer Support / Contact Centre environment (experience in FinTech, Insurtech, or Tech scale ups is a strong advantage).

Proven track record of managing formal customer complaints, dispute resolution, and regulatory processes (e.g., handling DSARs and sensitive customer data).

Strong analytical skills with experience tracking contact metrics, team productivity, and service quality.

Passionate about developing people, with demonstrated success in mentoring team members and improving team performance.

Exceptional written and verbal communication, with strong de-escalation and problem-solving abilities.

Willingness to lead by example and directly handle customer contacts across voice, email, and chat channels.

A proactive, resilient self starter who thrives in a fast growing, evolving organisation.

We want to make Prima a happy and empowering place to work. So if you decide to join us, you can expect plenty of perks.

🤸 Work Your Way: Enjoy hybrid working, with a mix of home and office days.

🏁 Grow with us: We may move fast at Prima, but we move together. Get access to learning resources, mentorship and a growth plan tailored to you.

🌈 Thrive and perform: Your best work begins when you feel your best. Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.

Think you’re a match? Apply now.

At Prima, we celebrate uniqueness. If you don’t meet every requirement but are passionate about this role, we still want to hear from you. Innovation thrives on diverse perspectives.

Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us at [email protected]. Let’s build the future of insurance, together.