Validations Lead
AI Summary
Leads and mentors the Manchester Validations team, ensuring efficient and accurate policy validation processes while handling escalations and driving continuous improvement.
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 the Validations Lead you will combine hands on operational leadership with team mentorship to ensure our policy validation processes are efficient, accurate, and customer centric. Balancing day to day people management with active case handling, you will maintain high quality standards, drive key performance metrics, and foster a supportive, high trust team culture.
What you'll do
Lead, motivate, and mentor the day to day operations of the Manchester Validations team.
Coach team members on all validation types, helping them build deep domain expertise and professional skills.
Create an empowering, collaborative, and high trust work environment aligned with Prima’s values.
Deputise for the Manchester Customer Care Manager in their absence.
Monitor and analyse daily validation volumes, workflow queues, and key operational KPIs using reporting systems.
Ensure work processes, policy checks, and quality compliance standards are applied consistently across the team.
Identify operational bottlenecks and lead continuous improvement initiatives to streamline validation workflows.
Remain hands on by regularly participating in validation specialist activities to maintain a deep understanding of customer behavior, product details, and team challenges.
Investigate, manage, and resolve informal customer complaints with empathy and efficiency.
Provide direct support and guidance to team members on edge cases, delivering comprehensive solutions for customers.
Build strong cross functional relationships across internal teams and external stakeholders through proactive change management and service delivery.
What we're looking for
Proven experience as a Team Lead, Senior Specialist, or within a Customer Care, Operations, or Financial Services environment (insurance/insurtech experience highly regarded).
Deep familiarity with document validation, customer identity verification, or policy compliance workflows.
Comfortable analysing performance metrics, queue volumes, and team dashboards to optimise daily operations.
Strong track record of resolving escalations and complex customer interactions.
Passion for coaching, developing talent, and cultivating a positive, high performing team culture.
Agility to thrive in a fast paced, high growth tech scale up where processes continually evolve.
Skills
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- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.