International Customer Support Manager within Group Protection

Zurich Insurance; Douglas; On-site; GBP 40,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

12% pension scheme

Annual bonus

Income protection

Life cover (4x salary)

Free car parking

Electric car charging points

Private medical insurance

Flexible working

Volunteer days

Job summary

Zurich on the Isle of Man is seeking an International Customer Support Manager to oversee a portfolio of Group Life and Income Protection policies from quotation through renewals and claims. You will be a key contact for customers and brokers, driving a high standard of service and data integrity while collaborating across underwriting, distribution and claims teams.

The role offers training opportunities, AML compliance focus, and a chance to contribute to customer outcomes in a collaborative,

Responsibilities

• Manage day-to-day operational activities for a portfolio of client contracts, including leading annual renewals and new business processes to ensure timely and accurate delivery.
• Ensure all activities comply with Zurich policies and regulatory requirements (AML and cross‑border rules) by engaging with customers and recording AML information.
• Build and maintain strong relationships with clients and brokers, acting as a key point of contact and resolving queries promptly.
• Deliver exemplary customer service with a one‑touch mindset where possible.
• Maintain accurate customer information and data integrity for efficient processing.
• Support creation of accurate quotations to keep Zurich competitive in Group Protection.
• Engage with customers to ensure AML information is accurate and properly evidenced.
• Identify opportunities to improve processes and deliver better customer outcomes.
• Resolve policy queries within Zurich’s guidelines and SLAs; prioritize workload accordingly.
• Collaborate with Underwriting, Medical Underwriting, Distribution, Commercial and Benefit Claims for a joined‑up customer experience.

Job description

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International Customer Support Manager within Group Protection

137123

Location: Douglas, Isle of Man

Closing date for applications: 20th October 2026

The opportunity

We’re excited to offer a fantastic opportunity to join our International Markets Group Protection team as a Customer Support Manager.

In this varied and customer-focused role, you’ll manage a portfolio of Group Life and Income Protection policies throughout their lifecycle, from quotation and policy setup through to renewals and claims. You’ll be a key point of contact for customers and brokers, building strong relationships and helping to deliver an excellent customer experience.

You’ll join a collaborative team where continuous improvement and development are encouraged. We’ll support you with a comprehensive range of training and development opportunities, including the opportunity to gain your Financial Services certification.

What will you be doing?

• Manage the day-to-day operational activities for a portfolio of client contracts, including leading annual renewals and new business processes to ensure timely and accurate delivery.
• Ensure all activities comply with Zurich policies and relevant regulatory requirements (including Anti-Money Laundering and cross‑border business rules) by engaging with customers to maintain accurate AML information, reviewing and recording AML documentation in internal systems, and applying and evidencing appropriate AML controls in line with regulatory and internal standards.
• Build and maintain strong relationships with clients and brokers, acting as a key point of contact and resolving queries promptly and accurately.
• Deliver exemplary customer service, adopting a ‘one-touch’ mindset wherever possible.
• Maintain accurate and up-to-date customer information, ensuring strong data integrity and efficiency.
• Support the creation of accurate and detailed quotations, helping Zurich remain competitive within the Group Protection market.
• Engage with customers to ensure Anti-Money Laundering (AML) information and documentation is accurate and up to date, with appropriate controls followed and evidenced.
• Identify opportunities to improve processes and find innovative solutions that deliver better customer outcomes.
• Resolve policy-related queries and issues effectively while working within Zurich’s policies, procedures and regulatory requirements.
• Manage and prioritise your workload to deliver high-quality work within agreed SLAs.
• Collaborate closely with Underwriting, Medical Underwriting, Distribution, Commercial and Benefit Claims to provide a smooth and joined-up customer experience.

What are we looking for?

We’re looking for someone who enjoys building relationships, delivering great customer service and taking ownership of their work. You’ll also bring:

• Excellent communication, interpersonal and teamwork skills.
• Strong attention to detail, with the ability to proactively identify issues and recommend solutions.
• A professional, customer-focused approach.
• An enthusiastic and positive can-do attitude.
• The ability to adapt confidently to changing customer and business needs.
• A willingness to learn and develop your knowledge of the International Corporate Protection Solution proposition and systems.
• Strong organisation and prioritisation skills, with the ability to meet deadlines and perform effectively under pressure.
• A commitment to helping businesses and their employees access the protection they need.

Our culture

At Zurich on the Isle of Man, our sense of community is strong and we’re particularly passionate about diversity and inclusion. We want our people to bring their whole selves to the workplace and ensure everybody is made to feel welcome, regardless of their background, race, gender or sexual identity, beliefs, or culture. We are committed to treating all our applicants fairly and with respect, irrespective of their actual or assumed background, disability, or any other protected characteristic.

We have an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm,Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So, make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.

The financials

• Competitive salary.
• 12% defined non-contributory pension scheme.
• Annual company bonus.
• Income Protection.
• Life cover - four times your salary.
• Free Car Parking, including electric car charging points.

Time away

• 28 days holiday a year plus bank holidays.
• The option to buy up to an additional 20 days or sell some of your holiday.
• Three days paid volunteering.
• Up to 16 weeks' full pay for maternity, paternity and adoption leave.

Your health is important to us

• Access to Private medical insurance.
• Virtual GP appointments.
• Free flu jab.
• Access to a wealth of support from our wellbeing partners.
• Flexible working.
• Free fruit on a Weekly basis

We're making a difference

• Creating a brighter, more sustainable future underpins all that we do here in Zurich. Our modern and sustainable office is BREEAM and SAGE Plus accredited.
• Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community actively through the IOM Staff Charity Fund.