Customer Care Shift Lead – Inspire Service Excellence

Cover-More Group; Uxbridge; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Hybrid work model

3 days in the office + 2 days workfrom

Annual leave and personal leave

Volunteer leave

Health insurance

Pension scheme

Job summary

Zurich Cover-More, part of the Zurich Insurance Group, seeks a Customer Care professional to support daily operations across phone, email, chat and social channels, coaching Executives and acting as a key escalation point.

You will help ensure accurate, timely and compliant outcomes while supporting continuous improvement initiatives and working with Team Leaders and stakeholders to deliver outstanding service.

Qualifications

• Experience in a customer service, contact centre or customer operations environment, ideally within insurance, financial services or another regulated industry.
• Previous experience supporting, mentoring or coaching colleagues, either as a senior agent, SME or informal team lead.
• Strong understanding of customer service principles and delivering excellent customer outcomes.
• Experience handling customer enquiries across multiple channels, including telephone, email and live chat.
• Confidence managing escalated customer situations and supporting complaint resolution.
• Excellent communication skills with the ability to build relationships and influence others positively.
• Strong organisational skills with the ability to prioritise effectively in a fast-paced environment.
• Ability to analyse quality, performance and customer feedback data to identify trends and improvement opportunities.
• Good knowledge of Microsoft Office applications, including Excel, Word, Outlook and PowerPoint.

Responsibilities

• Support the smooth running of the Customer Care operation across shift patterns and extended opening hours.
• Provide day-to-day coaching, guidance and support to Customer Care Executives to drive service excellence.
• Act as a first point of escalation for complex customer queries, complaints and referrals.
• Monitor real-time team performance and help ensure service levels and customer expectations are achieved.
• Conduct quality reviews and provide constructive feedback to improve customer outcomes.
• Support complaint handling and help resolve customer issues in line with company procedures and regulatory requirements.
• Identify service trends, operational risks and process improvement opportunities, escalating where appropriate.
• Use customer feedback, QA insights and performance data to support continuous improvement initiatives.
• Work closely with Team Leaders, management and key stakeholders across the business to ensure effective service delivery.
• Champion a positive, customer-focused culture that delivers fair outcomes and exceptional service experiences.

Skills

Customer service experience

Coaching/mentoring

Multi-channel support

Communication skills

Organisational skills

Data analysis

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft PowerPoint

Job description

Zurich Cover-More, part of the Zurich Insurance Group, seeks a Customer Care professional to support daily operations across phone, email, chat and social channels, coaching Executives and acting as a key escalation point.

You will help ensure accurate, timely and compliant outcomes while supporting continuous improvement initiatives and working with Team Leaders and stakeholders to deliver outstanding service.