Customer Services Team Manager

Location: Douglas, Isle of Man

Closing date for applications: 2nd November 2025

Shape Our Team. Inspire Our Customers.

At Zurich, we believe exceptional customer experiences start with empowered, motivated teams. As our Customer Services Team Manager within Shared Service Retail Operations on the Isle of Man, you’ll be a hands-on people leader, putting your team at the heart of everything you do. You’ll inspire, nurture and develop your team, ensuring they have the support and confidence to deliver first-class service for every customer, every time.

Your role:

• Lead with Empathy: Champion a positive team culture, putting people first and actively supporting your team’s growth and wellbeing. You’ll inspire, coach and motivate each team member, helping them unlock their potential and deliver their very best.
• Drive Outstanding Service: Be the voice of the customer, ensuring service excellence and consistently meeting (or exceeding) agreed service standards and SLAs.
• Collaborate and Connect: Work closely with fellow Service Delivery Managers, sharing resources and best practice to meet business goals and keep our customer promise.
• Champion Learning and Growth: Partner with Senior Client Service Administrators and Trainers to develop your team’s technical and soft skills, ensuring everyone has the tools to succeed.
• Build Partnerships: Foster strong relationships internally and externally by living our ‘one team’ approach and sharing success across the Retail Operation.
• Lead Change with Purpose: Drive continuous improvement and champion new initiatives, supporting Zurich’s commitment to innovation and a brighter future for our customers.
• Use Data to Make a Difference: Produce clear, insightful reporting on team performance and customer outcomes, taking proactive action to improve processes and prevent issues before they arise.

What you’ll bring:

• A proven track record of motivating, inspiring and developing people, your passion is helping others succeed.
• Experience in a people management role within a financial services business.
• Demonstrable experience in leading teams through periods of change, inspiring adaptability and resilience, while consistently driving improvements that put the customer at the heart of every decision.
• Excellent communication skills, you know how to connect, listen and influence, whether you’re talking to your team or presenting to stakeholders.
• A caring, service-driven mindset, always putting customers and people at the centre of what you do.
• The ability to think big, act fast and juggle multiple priorities without losing sight of the details.
• Commercial awareness, strategic thinking and the drive to make things better—for your team and our customers.
• Resilience and empathy when handling challenges, supporting your team and resolving issues with care and integrity.

Who are we? 

We are Zurich Integrated Benefits and International Life.
 
We provide life and savings products to markets around the world.   
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.    
 

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