Cigna Healthcare
Escalation Support Team Leader
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About Cigna Healthcare
Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.
Our mission is to improve the health, well-being, and peace of mind of those we serve.
You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work.
We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.
About the Role
As a Escalation Support Team Leader in Greenock, you’ll lead a team of approximately 12 Customer Service Representatives, helping them deliver strong customer outcomes and meet operational performance goals.
You’ll work in a fast-paced, evolving environment where priorities may change, customer needs can be time-sensitive, and follow-through is important. You’ll support your team through coaching, engagement, performance management, and day-to-day leadership.
What You’ll Do
- Lead, coach, and support a team of Customer Service Representatives to deliver consistent service, quality, productivity, and customer satisfaction outcomes.
- Help your team meet operational KPIs by using performance insights, clear communication, and practical coaching.
- Manage escalations, calls, and meetings with professionalism, helping to resolve issues and improve the customer experience.
- Identify opportunities to improve processes, support innovation, and work with the management team to implement and measure new initiatives.
- Build strong employee engagement through regular support, motivation, conflict resolution, training, and involvement in daily team activity.
- Act as a single point of contact for specific clients or accounts when required, supporting client visits, stakeholder meetings, and partner discussions.
- Manage competing priorities across two rotational shifts, including a working window between 01:00pm and 04:30am IST and virtual weekend support.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What You’ll Bring
- At least 2 years of relevant leadership experience in international voice or similar customer service functions or companies.
- Experience coaching, managing, motivating, and developing individuals.
- A strong performance track record in a leadership role.
- Experience handling conflict, complaints, and escalated customer situations.
- An international mindset, with the ability to collaborate effectively across locations.
- Strong communication, presentation, organization, and prioritization skills.
Skills
Soft Skills
- Clear and confident communication
- Empathy and strong interpersonal skills
- Adaptability in a changing environment
- Practical problem-solving and sound judgement
- Ability to support engagement, collaboration, and team development
- Persistence in seeing work through to completion
Technical / Functional Skills
- Customer service leadership
- Performance and KPI management
- Coaching and mentoring
- Complaint and escalation management
- Process improvement
- Microsoft Office proficiency
- Data-informed decision-making
Nice to Have
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Healthcare experience
- Experience supporting international customer service teams
- Experience acting as a client or account point of contact
- Experience supporting change management or new initiatives
Why Join Us
- Competitive salary and the opportunity to contribute to meaningful work in international healthcare.
- A multicultural and hybrid working environment where collaboration and clear communication are valued.
- Private Medical Insurance and Employee Wellbeing Benefits to support your health and wellbeing.
- Access to an Educational Development Program to support your continued learning and growth.
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills