Zurich Insurance

Customer Service Team Leader

Zurich Insurance

part-time

Posted on:

Location Type: Hybrid

Location: Swindon • United Kingdom

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Job Level

Senior

About the role

  • Create a positive, inclusive team culture where people feel valued, supported, and motivated to deliver their best.
  • Lead daily operations to ensure consistent, high-quality customer outcomes and alignment with service level expectations.
  • Drive strong performance, using data and insight to identify strengths, development needs, and opportunities for improvement.
  • Provide high-quality coaching and feedback, helping individuals grow in capability, confidence, and career progression.
  • Champion continuous improvement, encouraging your team to challenge processes, propose ideas, and deliver meaningful change.
  • Build strong partnerships with colleagues across Operations, Quality, People Team, and Resource Planning to support shared goals.
  • Promote wellbeing and engagement, ensuring team members feel supported and connected in a fast-paced contact centre environment.
  • Maintain expert knowledge of products, systems, procedures, and compliance requirements, using this insight to guide and upskill the team.

Requirements

  • Experience leading or mentoring teams with the ability to inspire high performance and create
  • an environment where people thrive.
  • A strong coaching background, supporting colleagues at different stages in their development journey.
  • A customer-centric mindset, always seeking ways to improve service, simplify processes and enhance customer experiences.
  • Solid understanding of Life Protection products (or the aptitude to learn quickly) and the ability to translate this knowledge into strong customer outcomes.
  • Excellent communication and influencing skills, able to engage and motivate individuals and collaborate effectively across teams.
  • Strong analytical and problem-solving ability, using data and insight to make informed decisions.
  • A proactive, professional, and values-driven approach, acting with integrity and role-modelling the behaviours we expect at Zurich.
  • Experience working in a regulated environment (preferred) and an understanding of compliance and governance standards.
  • A track record of developing high-performing teams through effective coaching, feedback, and continuous improvement.
Benefits
  • 12% defined non-contributory pension scheme
  • annual company bonus
  • private medical insurance
  • option to buy up to an additional 20 days or sell some of your holiday
  • 28 days holiday a year plus bank holidays
  • three days paid volunteering
  • up to 16 weeks' full pay for maternity, paternity and adoption leave
  • access to a wealth of support from our wellbeing partners
  • virtual GP appointments
  • discounted gym membership
  • free flu jab
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
coachingdata analysisproblem-solvingcustomer service improvementcompliance knowledgeLife Protection products knowledge
Soft Skills
leadershipcommunicationinfluencingteam buildingmotivationproactive approachvalues-drivencontinuous improvement