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Prima

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Customer Care Manager

ManchesterOn-site

AI Summary

Manages the new Manchester Customer Care site, overseeing daily operations, team leads, and cross-functional collaboration to scale customer service for a motor insurance insurer.

About this role

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 Customer Care Manager, you will play a central role in launching, leading, and scaling our Manchester site. Reporting directly to the Head of Customer Care, you will oversee day to day operational execution across fulfillment and postsale validation, empower a team of direct report Team Leads, and partner closely with our product and tech teams to drive continuous improvement.

Excited to make an impact? Here are the details

What you'll do

  • 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.

    • What we're looking for

  • 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.

    • Skills

    Back-office OperationsCustomer Care OperationsData-driven Decision MakingFintech/insurtech OperationsOperational Process ImprovementQARegulatory ComplianceSLA ManagementTeam ManagementWorkflow Automation

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