Senior Customer Service & Operations Coordinator

Zurich Insurance; Douglas; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Private medical insurance

Pension 12%

Annual bonus

Life cover

Job summary

Zurich is seeking a Senior Customer Service Administrator to join the Retail Customer Services team on the Isle of Man. You will manage customer enquiries, policy administration and payments while supporting colleagues through coaching and knowledge sharing.

You will also drive continuous improvement, deliver high-quality service, and help ensure accurate records in line with company procedures and regulatory requirements.

Qualifications

• Experience in customer service and/or administration roles.
• Experience handling complex customer enquiries with professionalism and confidence.
• Knowledge of Retail Operations products, systems, processes and regulatory requirements or willingness to learn.
• Proficient in Microsoft Word and Excel.

Responsibilities

• Take ownership of customer enquiries and cases from initial contact through to resolution.
• Handle a wide range of customer service and administration activities (policy servicing, payments, documentation processing, account maintenance).
• Support the Customer Service Manager with service reporting, workload planning, forecasting and prioritising work across the team.
• Resolve complex or sensitive customer queries with clear, accurate guidance.
• Act as escalation point for customer concerns and potential complaints.
• Coach and support colleagues through knowledge sharing and process training.
• Identify opportunities to improve customer outcomes, team efficiency and processes.
• Support projects and system enhancements with insights and recommendations.
• Maintain accurate records and ensure compliance with procedures and regulatory requirements.
• Collaborate across teams to achieve shared goals and continuous improvement.

Skills

Customer service

Administration

Communication

Problem solving

Team collaboration

Relationship building

Education

Experience in customer service/administration

Tools

Microsoft Word

Microsoft Excel

Job description

Zurich is seeking a Senior Customer Service Administrator to join the Retail Customer Services team on the Isle of Man. You will manage customer enquiries, policy administration and payments while supporting colleagues through coaching and knowledge sharing.

You will also drive continuous improvement, deliver high-quality service, and help ensure accurate records in line with company procedures and regulatory requirements.