Working hours
This role is available on a part-time, job-share or full-time basis
Location
Swindon / Hybrid – you’ll be expected to work from our Swindon office three days per week. During your first few months in the role, there may be a requirement for slightly increased office attendance to support your onboarding and training.
Closing date for applications
9th July 2026
The opportunity
We are looking for an inspiring and people‑focused Team Leader who is passionate about developing others, driving performance, and creating an exceptional customer experience. In this leadership role, you will empower a team of Customer Service Representatives to succeed—providing clear guidance, quality coaching, and a culture of continuous learning. You will also play an active role in improving and transforming how the operation works, helping us deliver better outcomes for customers, colleagues, and the business. If you’re a confident, proactive leader who cares deeply about helping people thrive and enjoys improving processes to deliver better outcomes for customers, we’d love to hear from you. You will champion Zurich’s values by fostering a supportive environment built on trust, care, accountability, and collaborative working. Many of our employees work flexibly—including part‑time, job share, hybrid, or compressed working patterns. Please talk to us at interview about the flexibility you may need.
What will you be doing?
- Create a positive, inclusive team culture where people feel valued, supported, and motivated to deliver their best.
- Lead daily operations to ensure consistent, high‑quality customer outcomes and alignment with service level expectations.
- Drive strong performance, using data and insight to identify strengths, development needs, and opportunities for improvement.
- Provide high‑quality coaching and feedback, helping individuals grow in capability, confidence, and career progression.
- Champion continuous improvement, encouraging your team to challenge processes, propose ideas, and deliver meaningful change.
- Build strong partnerships with colleagues across Operations, Quality, People Team, and Resource Planning to support shared goals.
- Promote wellbeing and engagement, ensuring team members feel supported and connected in a fast‑paced contact centre environment.
- Maintain expert knowledge of products, systems, procedures, and compliance requirements, using this insight to guide and upskill the team.
What are we looking for?
- Experience leading or mentoring teams with the ability to inspire high performance and create an environment where people thrive.
- A strong coaching background, supporting colleagues at different stages in their development journey.
- A customer‑centric mindset, always seeking ways to improve service, simplify processes and enhance customer experiences.
- Solid understanding of Life Protection products (or the aptitude to learn quickly) and the ability to translate this knowledge into strong customer outcomes.
- Excellent communication and influencing skills, able to engage and motivate individuals and collaborate effectively across teams.
- Strong analytical and problem‑solving ability, using data and insight to make informed decisions.
- A proactive, professional, and values‑driven approach, acting with integrity and role‑modelling the behaviours we expect at Zurich.
- Experience working in a regulated environment (preferred) and an understanding of compliance and governance standards.
- A track record of developing high‑performing teams through effective coaching, feedback, and continuous improvement.
What will you get in return?
Everyone’s different. That’s why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 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.
Follow the link for more information about our benefits – Employee benefits | Working at Zurich Insurance UK
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