Customer Care Manager

Daily Operations: Oversee day to day operations across the Customer Fulfillment and Postsale Validations teams, ensuring high productivity, regulatory compliance, and performance against key service level agreements (SLAs).

Team Management & Coaching: Provide direct line management, mentorship, and development for Team Leads responsible for Customer Fulfillment, Postsale Validations, Customer Feedback, and Quality Assurance (QA).

Culture & Engagement: Build and champion a high performing, collaborative, and customer centric team culture within the new Manchester office, maintaining close synergy and consistency in operational practice and policies with our London team.

Product & Tech Collaboration: Partner directly with Product and Technology teams to identify operational friction, automate routine tasks, and implement ongoing enhancements for both internal teams and our customers.

Quality Assurance & Feedback: Utilise insights from the Customer Feedback and QA functions to identify training gaps, refine operational workflows, and consistently elevate service standards.

Cross Functional Alignment: Work alongside the London Customer Care Manager and broader operational leadership to ensure unified standards, tools, and processes across all UK operational hubs.

Proven experience leading customer care or operational teams within a fast paced, high-growth tech, fintech, or insurtech environment.

Strong track record of managing and developing Team Leads or Supervisors, with a focus on coaching, engagement, and operational accountability.

Direct experience overseeing customer care, post sale validations, backoffice operations, or operational QA in a high volume setting.

Comfortable working alongside Product and Tech teams to optimise tools, automate workflows, and leverage data to make informed operational decisions.

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.