Team leader - Expat
Job Overview
Team Leader Expat – Viking Travel Care
Viking Travel Care is looking to recruit an experienced and motivated Team Leader to strengthen and lead our Expat team. This role combines operational expertise, professional knowledge and people leadership, and is ideal for someone with a strong background in travel assistance and insurance, as well as proven experience in team management.
In this position, you will take full responsibility for leading a team of 12–14 employees, ensuring high-quality case handling, strong performance, and continuous development within the Expat function. You will act as a key link between internal teams, insurance companies, and external partners, while also actively contributing to daily operations.
Key Responsibilities
People & Leadership Responsibility
Lead, motivate, and develop a team of 12–14 employees
Conduct 1:1 meetings, performance reviews, and ongoing coaching
Support onboarding, training, and professional development of team members
Ensure a positive, structured, and high-performing team culture
Handle staffing coordination, shift planning, and workload distribution in collaboration with operations
Professional & Operational Responsibility
Act as main point of contact for insurance companies and external partners
Participate actively in expat case handling and ensure high-quality resolution of complex cases
Handle and respond to customer complaints in a professional and solution-oriented manner
Ensure compliance with internal procedures, insurance terms, and service standards
Support implementation of new clients and continuous improvement of workflows
Drive knowledge sharing and best practice across the team
Administrative & Coordination Tasks
Oversee administrative processes within the Expat function
Ensure efficient workflow across shifts, including case handling and task distribution
Support operational reporting and process improvements
Qualifications
Minimum 2–3 years of experience in travel insurance assistance or a similar field
Proven experience in team leadership or people management
Strong understanding of expat and travel assistance case handling
Experience working with insurance companies and international clients
Background in training, coaching, or developing employees
Strong administrative and organizational skills
Fluent in English (written and spoken); Nordic languages are a strong advantage
Strong IT skills and ability to adapt quickly to new systems
Who You Are
A natural leader who is structured, proactive, and solution-oriented
Strong communicator with excellent interpersonal skills
Comfortable taking responsibility for both people and performance
Able to prioritize and manage multiple tasks in a fast-paced environment
Service-minded with a genuine interest in helping others
Confident in decision-making and providing constructive feedback
Resilient and able to handle pressure in an international 24/7 environment
Workplace
This position is based in Torrevieja (Alicante) or Fuengirola (Málaga), Spain
Working Hours
Primarily day shifts Monday to Friday; however, as part of a 24/7/365 operation, flexibility is required.
We Offer
Competitive salary
A positive and social working environment
Modern office facilities
Relocation package to support your move to Spain
Interested?
Are you passionate about the insurance and travel assistance sector, and do you enjoy leading people while taking ownership of both operations and quality?
We would love to hear from you.
If you have any questions, please contact:
Cristina Blanco, Operations Manager
Tel.: +34 661 614 179
E-mail: [email protected]