Service Centre Team Leader

vor 2 Wochen

Zürich, Schweiz Zurich 56 Company Ltd Vollzeit

Working hours: This role is available on a part-time, job-share, or full-time basis.

Location: Cardiff or Leeds, Hybrid

Closing date for applications: 30th January 2025

The opportunity:
An opportunity has arisen for a motivated individual to join our Service Centre team as a Team Leader in our Cardiff or Leeds office. You will lead, develop, and inspire team members to achieve customer centricity at all touch points and drive best practice through improvements to key processes and business activities. As well as supporting and implementing plans and activities that improve the employee experience, customer experience, and business results.

The ideal candidate would be experienced in Customer and Client facing roles, acting as a key point of escalation and driving high performance from their team members.

Key responsibilities:

  • Monitor and achieve targets to maintain productivity, quality, and service standards – team/individual.
  • Track performance of the team against operational targets.
  • Resolve customer and employee escalations independently. Get other subject matter experts or departments involved if unable to assist to ensure that exceptional customer service is delivered.
  • Monitor the team’s processes and output to identify opportunities for improvement in areas such as customer satisfaction, employee communication, system changes, etc.
  • Maintain a detailed understanding of the metrics and the drivers of performance variances against expectations and use data to influence plans for the team.
  • Develop knowledge and understanding of processes and procedures and ensure the team's work is undertaken to the standards of behaviour and in accordance with policies, delivering against operational Key Performance Indicators.
  • Support local implementation of operational change processes, adhere to practices and engage team members to also embrace change.
  • Monitor the quality results of team members and provide details of any concerns to Senior UW’s and Centre Manager, whilst identifying what additional support can be provided.
  • Motivate, coach, and develop individuals to maximise potential and facilitate career progression.
  • Work as part of the management team to drive aspirational culture and to challenge business processes to improve efficiency and productivity.
  • Take personal responsibility for resolving customer complaints/concerns.

Your skills and experience:

  • Team management and leadership experience.
  • Good understanding of the Intermediary marketplace, competitors, as well as Intermediary business models, technology, and processes.
  • Adapts communication style to the individual needs of intermediaries.
  • Effective personal and business organisational and planning skills with a proven ability to think creatively and innovate.
  • Self-motivated, goal-oriented, and resilient in a highly pressured environment.

What will you get in return?

Everyone’s different. That’s why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance, and the option to buy up to an additional 20 days or sell some of your holiday.

At Zurich, we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people, and our planet.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs, or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability, or any other protected characteristic.

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social, and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable, and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.

The financials:

  • 12% defined non-contributory pension scheme.
  • Annual company bonus.
  • Income Protection.
  • Life cover - four times your salary.

Time away:

  • 25 days holiday a year plus bank holidays.
  • You can also request to swap UK bank holidays for days off that have cultural or religious significance to you.
  • The option to buy up to an additional 20 days or sell some of your holiday.
  • Three days paid volunteering.
  • Up to 16 weeks' full pay for maternity, paternity, and adoption leave.

Your health is important to us:

  • Access to private medical insurance.
  • Virtual GP appointments.
  • Discounted gym membership.
  • Free flu jab.
  • Access to a wealth of support from our wellbeing partners.

We're making a difference:

  • Creating a brighter, more sustainable future underpins all that we do here in Zurich. We were the first insurer to sign the ‘UN Business Ambition for 1.5˚C’ pledge.
  • Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.
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