Customer Care Team Lead — Inspire Great Service

Cover-More Group; Uxbridge; Hybrid; AUD 66,000 - 78,000; Full time

Job summary

Zurich Cover-More is seeking a senior Customer Care Leader in the UK to motivate and develop a team of Customer Care Executives. You will drive service quality, coach staff, and ensure delivery against regulatory and customer expectations.

The role involves managing day-to-day operations across multiple channels, analysing KPIs, and collaborating with stakeholders to improve outcomes. Hybrid working model offered with training period.

Qualifications

• Proven experience leading or managing teams within a customer service, contact centre or customer operations environment.
• Previous experience within insurance, financial services or another regulated industry would be highly advantageous.
• Strong people leadership skills with a passion for coaching, mentoring and developing others.
• Experience managing performance through KPIs, quality metrics and customer service measures.
• Excellent understanding of customer service delivery, complaint handling and customer experience best practice.
• Strong analytical skills with the ability to interpret performance data and identify trends and opportunities for improvement.
• Effective communication and stakeholder management skills, with the ability to influence at all levels.
• Strong organisational and planning skills with the ability to manage competing priorities in a fast-paced environment.
• Good working knowledge of Microsoft Office applications, particularly Excel, Word and PowerPoint.
• Knowledge of general insurance products, quality assurance frameworks or relevant leadership and insurance qualifications would be an advantage.

Responsibilities

• Lead, coach and inspire a team of Customer Care Executives to achieve service, quality and performance targets.
• Manage the day-to-day operation of the Customer Care team, ensuring enquiries are handled accurately and within agreed service levels.
• Drive a high-performance culture through regular coaching, mentoring and development conversations.
• Act as the escalation point for complex customer queries, complaints and service issues.
• Monitor team performance, analyse KPIs and implement actions to improve customer and business outcomes.
• Conduct quality reviews and use customer feedback, QA results and performance data to identify improvement opportunities.
• Ensure compliance with company policies, regulatory obligations and customer service standards.
• Collaborate with stakeholders across Operations, Learning & Development, Complaints, Risk and Compliance to improve service delivery.
• Lead employee engagement, recognition and continuous improvement initiatives that enhance team performance and customer satisfaction.
• Identify operational risks, champion positive change and support the delivery of business efficiencies.

Skills

Team leadership

Insurance domain knowledge

Coaching & mentoring

Performance management

Customer service excellence

Analytical skills

Stakeholder management

Organisation & planning

MS Office

Insurance products knowledge

Tools

Excel

Word

PowerPoint

Job description

Zurich Cover-More is seeking a senior Customer Care Leader in the UK to motivate and develop a team of Customer Care Executives. You will drive service quality, coach staff, and ensure delivery against regulatory and customer expectations.

The role involves managing day-to-day operations across multiple channels, analysing KPIs, and collaborating with stakeholders to improve outcomes. Hybrid working model offered with training period.