Jobs bei Zurich Insurance in Großbritannien

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

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.

• 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.