Customer Care Team Leader

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

Location: Uxbridge, Middlesex, United Kingdom

Job Category: Call Centre and Customer Service

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last‑minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Cover-More Europe

This role is part of our Cover-More Europe team. Cover-More Europe provides insurance solutions through a number of different customer-facing brands across travel, car hire, specialty, and pet sectors in the United Kingdom, Ireland and the rest of Europe. For more than twenty years, we have been delivering insurance policies through our distribution partnerships. We know what is important to our partners, and we deliver simple and seamless customer experiences based on our genuine commitment to protection and care.

Hours of Work:
This is a 37.5-hour per week role working on a rota basis across our operating hours of Monday to Friday, 8:00am to 8:00pm, and Saturdays (including Bank Holidays), 9:00am to 5:00pm. Flexibility to work across these shifts is required.

What you’ll be doing:

In this role, you will lead, motivate and develop a team of Customer Care Executives to deliver exceptional customer experiences across multiple channels. You'll drive team performance, coach colleagues to success, and ensure service delivery meets regulatory, customer and business expectations.

• 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.

What skills and experience you’ll bring on this journey:

• 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.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results‑orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work‑life balance with the flexibility of 3 days in the office and 2 days working from home after an initial training period.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We believe your career should take you places – literally. At Zurich Cover-More, we support your professional journey and your passion for travel with complimentary travel insurance. So go ahead, start planning your next adventure today!

Investing in your health and your future. We offer a competitive health insurance package with comprehensive mental health coverage, access to an Employee Assistance Program (EAP), and a pension scheme with employer contributions – helping you build a secure and healthy future.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

At Zurich Cover-More, compensation for roles is influenced by a variety of factors, including but not limited to office location, role, skill set, and level of experience. We are committed to providing a fair and reasonable compensation range for each role and additional rewards may include short‑term incentive bonuses and increases based on merit. If your salary expectations are not in line with the proposed salary published for this role, you are still encouraged to apply. We will consider applications from talented individuals with the relevant experience, skills, education and attitude on a case‑by‑case basis.

The compensation shown reflects a national market range and the proposed salary for this position is £35,018 GBP - £41,198with short-term incentive bonus eligibility of 10%.