Customer Service Administrator

Location: Douglas, Isle of Man

Closing date for applications:  20th August 2025

The opportunity:

We are seeking a candidate to join our busy Retail Customer Services team; responsibilities include, handling administration of retail policies, customer calls, payment processing, and generally helping our customers with their every need! 

Ideally you will possess excellent collaboration skills and a customer-focused mindset.

What will you be doing?

• Provide support to the Customer Service Manager with forecasting and producing daily and weekly service reporting including allocating work to the team
• Provide ongoing support to the wider Customer Services Team, sharing knowledge, and assisting where possible
• Maintain thorough and current working knowledge of procedures, methods and regulatory requirements to support the team
• Identify and take forward continuous improvement opportunities to enhance the customer experience
• Handle and resolves a wide range of queries, to provide information, advice and guidance to customers that satisfies their needs.
• Process documentation as required to meet business needs and update records which includes new business, policy servicing, general and accounting.
• Find acceptable solutions and drive changes to processes and procedures when needed.
• Undertake special exercises and project work to provide reports, analyses and recommendations to support business initiatives that improve efficiency, reduce costs and improve the quality of information held.
• Personal resolution (proactively and responsively) of more complex or sensitive queries, ensuring all correspondence is constructed and delivered to the appropriate quality standard.
• Act as a focal point for new or existing systems / product developments and ensures that they have more in-depth knowledge to assist the team/s and contribute to a variety of projects and assist with more complex queries.
• Act as the Subject Matter Expert knowledge on topics relevant to customers and is the Go-to person in the team for process and call escalations.

What are we looking for?

• A highly effective communicator with the ability to influence different audiences using suitable channels for achieving clear outcomes
• Shows initiative to effectively collaborate across the organisation, and externally, to meet high standards - including seamless customer service and high satisfaction goals
• Demonstrates empathy: being able to put yourself in other peoples’ shoes and to show care and concern for others around you
• Driven to achieve success and can motivate others 
• Naturally curious and inquisitive
• A team player who can confidently interact with others but who is also able to work independently
• Open mindedness and willingness to explore new perspectives
• Can actively listen giving the ability to hear and interpret messages correctly while showing the customer that you are paying attention
• A problem solver, who is open to innovation and will challenge the status quo to get the best result
• Strong decision maker through effective assessment of situations and delivery of the best possible outcome for the customer
• Strong time management and organisational skills and ability to prioritise workloads
• Good working knowledge of Microsoft Word and Excel

Who are we?

We are Zurich International Life!  
 
We support our fellow business units who provide life and savings products to markets around the world.  Based out of the Isle of Man since 1982, Zurich has built a strong reputation as a reliable, dependable yet innovative insurer and regularly receives recognition and awards from the industry. 
 

This role is based in our state-of-the-art Isle of Man office alongside a further 360 employees at this location.

Our Culture:      

At Zurich on the Isle of Man, our sense of community is strong and we’re particularly passionate about diversity and inclusion. We want our people to bring their whole selves to the workplace and ensure everybody is made to feel welcome, regardless of their background, race, gender or sexual identity, beliefs, or culture. We are committed to treating all our applicants fairly and with respect, irrespective of their actual or assumed background, disability, or any other protected characteristic.    

We have 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.    

Why Zurich? 

Aside from our fantastic office space, which we demonstrate in our video, we have a great benefits and reward package.  

• 25 days holiday plus an additional 3 days paid volunteering and buy and sell options
• Private medical cover
• Life cover
• Career development opportunities in the Isle of Man and wider Zurich global business
• Talent Programmes to accelerate career paths
• Free car parking
• Flexible working
• Free monthly exercise classes
• Free fruit on a weekly basis
• 12% non-contributory pensions scheme

Please take a look at the video for an insight into Zurich: 

https://players.brightcove.net/5768412917001/default_default/index.html?videoId=6318953386112 

So, make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.