Working hours: This role is available on a part-time, job-share or full-time basis.
Location: Cardiff, Hybrid
Closing date for applications: 20th May 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. You will support and implement plans and activities that improve 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 team members.
1. Monitor and achieve targets to maintain productivity, quality, and service standards – team / individual.
2. Track performance of the team against operational targets.
3. Resolve customer and employee escalations independently, involving other experts or departments if necessary, to ensure exceptional customer service.
4. Monitor team processes and output to identify opportunities for improvement in areas such as customer satisfaction, employee communication, and system changes.
5. Maintain a detailed understanding of metrics and performance drivers, using data to influence team plans.
6. Develop knowledge of processes and procedures, ensuring work meets standards and policies, and delivers against KPIs.
7. Support the implementation of operational change processes and engage team members to embrace change.
8. Monitor quality results and address concerns with team members, providing additional support as needed.
9. Motivate, coach, and develop individuals to maximize potential and facilitate career progression.
10. Work with management to foster a positive culture and challenge business processes to improve efficiency and productivity.
11. Take personal responsibility for resolving customer complaints and concerns.
Your skills and experience:
* Team management and leadership experience.
* Good understanding of the intermediary marketplace, competitors, and business models, technology, and processes.
* Effective communication skills tailored to individual needs.
* Strong organizational, planning, and creative thinking skills, with a proven ability to innovate.
* Self-motivated, goal-oriented, and resilient in a high-pressure environment.
What will you get in return?
We offer a wide range of employee benefits, including a 12% defined non-contributory pension scheme, annual bonus, private medical insurance, and options to buy or sell holiday days. Benefits are flexible to suit individual needs.
Follow the link for more information about our benefits.
Who we are:
Zurich aims to be a responsible and impactful global insurer, creating a brighter future for customers, employees, and the planet. With over 55,000 employees across 170 countries, we are a stable, long-standing leader in insurance.
We focus on sustainable impact, wellbeing, diversity, and skill development. Our culture encourages bringing your whole self to work and fostering an inclusive environment.
Our culture:
We value community, diversity, and inclusion, and are committed to fair treatment of all applicants. We prioritize wellbeing and offer extensive training, development, and volunteering opportunities.
Join us to make a difference, be challenged, inspired, and supported. Love what you do!
Note: If you are not a passport holder of the country where the vacancy is located, you might need a work permit. Please check our Blog for more info. Do not provide bank or payment details when applying. All applications should be made via the 'Apply now' button. Created on 08/05/2025 by TN United Kingdom.
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