Hybrid Customer Care Shift Supervisor

Zurich Cover-More; Greater London; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Hybrid work model

30 days leave & holidays

Health insurance

Pension scheme

Employee assistance program

Job summary

Zurich Cover-More is seeking a Customer Care Manager to oversee a 37.5-hour week in a hybrid role between office and home. You will coach and guide Customer Care Executives, act as the escalation point for complex queries, monitor real-time performance and drive service excellence across shifts.

Ideal candidates have strong customer service skills, experience with insurance or regulated industries, and the ability to analyse data for trends and improvements.

Qualifications

• Experience in a customer service, contact centre or operations environment.
• Experience 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.
• Knowledge of insurance products, complaint handling processes or a relevant insurance/customer service qualification would be advantageous.

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

Mentoring

Communication

Multichannel

Escalation management

Organisational skills

Data analysis

MS Office

Insurance knowledge

Tools

MS Office

Job description

Zurich Cover-More is seeking a Customer Care Manager to oversee a 37.5-hour week in a hybrid role between office and home. You will coach and guide Customer Care Executives, act as the escalation point for complex queries, monitor real-time performance and drive service excellence across shifts.

Ideal candidates have strong customer service skills, experience with insurance or regulated industries, and the ability to analyse data for trends and improvements.