Working hours and location
This role is available on a part-time, job-share or full-time basis.
Location: Cardiff or Leeds, Hybrid.
Closing date for applications: 6th November 2025.
The opportunity
An opportunity has arisen for a motivated individual to join our Service centre team as a Team Leader in our Cardiff or Leeds 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.
Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. We want the best people for our roles and recognise that sometimes those people aren’t available full‑time. Please talk to us at interview about the flexibility you may need.
Key Responsibilities
* 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 UWs 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.
Key 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.
Benefits
We offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits include a 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.
About Zurich
At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people, and our planet. With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.
Our culture
Our sense of community is strong and we’re particularly passionate about diversity and inclusion. We want our employees to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of background, beliefs, or culture. We are committed to treating all applicants fairly and with respect, irrespective of any protected characteristic.
Additional Information
We welcome applications from a diverse range of people and support reasonable adjustments for candidates needing them.
Seniority Level
* Mid-Senior level
Employment Type
* Full‑time
Job Function
* General Business
Industries
* Insurance and Financial Services
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