Customer Care Team Leader

Zurich Cover-More; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Job summary

Zurich Cover-More is seeking a Customer Care team leader to drive service standards across channels, coach agents, and ensure delivery against regulatory and customer expectations.

You will lead a 37.5-hour week on a rotating schedule with hybrid office/home balance, collaborating with Operations, Learning & Development, Complaints, Risk and Compliance to improve outcomes.

Qualifications

• Proven experience leading customer care teams.
• Experience in insurance or regulated industry preferred.
• Strong leadership and coaching ability.
• Ability to manage performance via KPIs and quality metrics.
• Excellent customer service delivery and problem solving.
• Analytical skills for trend identification.
• Effective communication and stakeholder management.
• Planning to manage competing priorities in a fast-paced environment.
• Proficient in Excel, Word and PowerPoint.
• Knowledge of insurance products or QA frameworks an advantage.

Responsibilities

• Lead and develop a team of Customer Care Executives.
• Manage day-to-day operation of the Customer Care team.
• Coach, mentor and drive high performance.
• Act as escalation point for complex queries and issues.
• Monitor KPIs and implement improvements.
• Perform quality reviews using feedback and QA results.
• Ensure compliance with policies and standards.
• Collaborate with Operations, L&D, Complaints, Risk and Compliance.
• Lead engagement and continuous improvement initiatives.
• Identify operational risks and deliver efficiencies.

Skills

Team leadership

People leadership

KPI management

Customer service

Analytics

Stakeholder mgmt

Planning

Excel proficiency

Insurance knowledge

Tools

MS Office

Job description

Job Type: Permanent - Full Time

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 -