Customer Service Agent - Travel Insurance

Cover-More Group; Uxbridge; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zurich Cover-More is seeking a Customer Service Agent to join our travel insurance team. You will be the first point of contact for customers and partners, providing guidance on policies, coverage, and claims. The role includes multi-channel enquiries and a focus on delivering exceptional service.

The role is full-time, with a 37.5-hour week on a rotating schedule, including some weekend shifts. Training starts with an 8-week period and a hybrid working arrangement after onboarding.

Qualifications

• Experience in customer service or sales, ideally in a call centre environment.
• Strong written and verbal communication skills.
• Ability to assess information quickly with attention to detail.

Responsibilities

• Be the first point of contact for customers and partners, delivering exceptional service and guidance.
• Provide clear, accurate, and compliant advice on travel insurance policies, coverage and claims.
• Handle enquiries across phone, email and messaging channels, turning challenges into positive experiences.
• Understand customer needs, offer tailored solutions, and ensure satisfaction from start to finish.
• Interpret policy details and coverage levels to resolve queries efficiently and in line with procedures.
• Aim to meet and exceed quality, response time and customer satisfaction targets.

Skills

Customer service

Communication

Attention to detail

Problem solving

Job description

Customer Service Agent - Travel Insurance

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.

The start date for this role is Monday 16th November 2026, with a training period of approximately 8 weeks. We want to ensure you are set up for success, so our preference is for there to be no holidays during the training period.

Working Hours and Recruitment Process

This is a full-time position working 37.5 hours per week on a rotating shift basis. Shifts will be scheduled within the following operating hours:

Monday to Friday: 8:00 AM to 8:00 PM

Saturday: 9:00 AM to 5:00 PM

Applicants must be flexible to work assigned shifts within these hours.

As part of the recruitment process, shortlisted candidates will be required to attend an assessment centre, scheduled for the week commencing 19 October 2026.

What you’ll be doing:

Join a team that makes a real difference for travellers worldwide! In this role, you’ll be the first point of contact for customers and partners, delivering exceptional service and guidance that ensures our customers can travel with confidence.

You’ll provide clear, accurate, and compliant advice on travel insurance policies, coverage, and claims.

You’ll handle enquiries across phone, email, and messaging channels, turning challenges into positive experiences.

You’ll understand customer needs, offer tailored solutions, and ensure satisfaction from start to finish.

You’ll interpret policy details and coverage levels to resolve queries efficiently and in line with procedures.

You’ll aim to meet and exceed quality, response time, and customer satisfaction targets while managing queries within agreed timelines.

You’ll elevate complex issues when needed, ensuring every customer feels supported and valued.

What are we looking for?

You’ll have strong written and verbal communication skills – you can communicate with anyone

You’ll have previous customer service or sales experience, ideally within a call centre environment, however this is not essential

You’ll have the ability to assess information quickly with attention to detail and ask questions when required

You’ll have a passion for providing customer service and solving customer problems

You’ll be flexible with shifts including weekdays and occasional weekends/bank holidays as required

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.