Service Centre Team Leader

Zurich Insurance Company; Cardiff; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading insurance provider is looking for a Team Leader in Cardiff to lead and inspire their service center team. The ideal candidate will manage performance, resolve escalations, and identify process improvements, ensuring exceptional service delivery. Experience in customer-facing roles and team management is crucial. The organization emphasizes wellbeing and offers extensive training opportunities. Join us to make a difference while pursuing your career in a supportive environment.

Benefits

Comprehensive range of training opportunities

Wellbeing support programs

Volunteering and community involvement initiatives

Qualifications

• Experience in customer and client facing roles.
• Ability to motivate and develop team members.
• Strong understanding of the intermediary marketplace.

Responsibilities

• Lead and inspire team members to meet targets.
• Monitor and track team performance.
• Resolve escalated customer and employee issues.
• Identify improvement opportunities in processes.
• Support operational change processes.

Skills

Team management and Leadership experience

Service delivery excellence

Adaptability in communication style

Organisational and planning skills

Resilience in a pressured environment

Job description

Working hours: This role is available on a part-time, job-share or full-time basis.

Location: Cardiff, Hybrid

Closing date for applications: 7th December 2025

The opportunity

An opportunity has arisen for a motivated individual to join our Service centre team as a Team Leader in our Cardiff office. You will lead, develop, and inspire team members to achieve customer centricity at all touch points and drive best practice through improvements to key processes and business activities. As well as supporting and implementing plans and activity that improves the employee experience, customer experience and business results. The ideal candidate would be experienced in Customer and Client facing roles, acting as a key point of escalation, and driving high performance from their team members.

• Monitor and achieve targets to maintain productivity, quality, and service standards – team / individual.
• Track performance of the team against operational targets.
• Resolve customer and employee escalations independently. Get other subject matter experts or departments involved if unable to assist to ensure that exceptional customer service is delivered.
• Monitor the team´s processes and output to identify opportunities for improvement in areas such as customer satisfaction, employee communication, system changes, etc.
• Maintain a detailed understanding of the metrics and the drivers of performance variances against expectations and use data to influence plans for team.
• Develop knowledge and understanding of processes and procedures and ensure the teams work is undertaken to the standards of behaviour and in accordance with policies, delivering against operational Key Performance Indicators.
• Support local implementation of operational change processes, adhere to practices and engage team members to also embrace change.
• Monitor the quality results of team members and provide details of any concerns to Senior UW’s and Centre Manager, whilst identifying what additional support can be provided.
• Motivate, coach, and develop individuals to maximise potential and facilitate career progression.
• Work as part of the management team to drive aspirational culture and to challenge business process to improve efficiency and productivity.
• Take personal responsibility for resolving customer complaints / concerns.

Your skills and experience

• Team management and Leadership experience.
• Service delivery excellence.
• Good understanding of the Intermediary marketplace, competitors, as well as Intermediary business models, technology, and processes.
• Adapts communication style to the individual needs of intermediaries.
• Have effective personal and business organisational and planning skills with a proven ability to think creatively and to innovate.
• Be self-motivated, goal orientated and resilient in a highly pressured environment.

We’ve 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.