Customer Care Lead

Are you looking for a new challenge?

Fancy helping us shape the future of motor insurance?

Prima could be the place for you.

Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price. Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain.

To support our growing UK customer base, we are expanding our Customer Care operations into Manchester. While our established London hub continues to operate at full strength, this new Manchester location represents a strategic investment in our capacity and service capabilities.

As a Customer Care Lead, you will play a pivotal role in scaling our new Manchester hub. You will combine day to day people leadership with hands-on operational management, ensuring our team delivers high quality service while meeting core performance standards.You will drive quality standards, coach team members through complex escalations, and foster a collaborative, high trust team culture.

What you'll do

• 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)

What we're looking for

• 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.

Why you’ll love it here

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 accessible.recruiting@prima.it. Let’s build the future of insurance, together.