Senior Customer Service Administrator

Location: Douglas, Isle of Man 

Closing date for applications: 21st October 2026 

The opportunity: 

Are you an experienced administrator with a passion for delivering exceptional customer service? Do you enjoy solving problems, supporting colleagues, and helping customers find the right outcome? 

We're looking for a Senior Customer Service Administrator to join our Retail Customer Services team. This is an exciting opportunity for someone who thrives in a fast-paced environment, takes pride in delivering high-quality service, and enjoys working collaboratively to achieve great results. 

As a key member of the team, you'll manage a variety of customer and policy administration activities, handle customer enquiries, process payments, and support the ongoing development of colleagues through coaching and knowledge sharing.  

You'll also play an important role in driving continuous improvement and helping us deliver outstanding customer experiences. 

What you'll be doing: 

As a Senior Customer Service Administrator, you will: 

• Take ownership of customer enquiries and cases from initial contact through to resolution, delivering a seamless customer experience. 

• Handle a wide range of customer service and administration activities, including policy servicing, payments, documentation processing, and account maintenance. 

• Support the Customer Service Manager with service reporting, workload planning, forecasting, and the prioritisation of work across the team. 

• Resolve complex or sensitive customer queries, providing clear, accurate, and customer-focused guidance. 

• Act as an escalation point for customer concerns, process queries, and potential complaints. 

• Coach and support colleagues through knowledge sharing, buddying, and process training. 

• Identify and implement opportunities to improve customer outcomes, team efficiency, and operational processes. 

• Support projects, business initiatives, and system enhancements by providing insights, recommendations, and subject matter expertise. 

• Maintain accurate records and ensure all work is completed in line with company procedures, controls, and regulatory requirements. 

• Work collaboratively across teams, contributing to shared goals, cross-skilling initiatives, and a culture of continuous improvement. 

What we're looking for: 

We're seeking someone who is: 

• Passionate about delivering excellent customer service and achieving positive customer outcomes. 

• A confident and effective communicator who can adapt their approach to different audiences and situations. 

• Empathetic and approachable, with the ability to build trust and understand customer needs. 

• Collaborative, with strong relationship-building skills and the ability to work effectively across teams. 

• Self-motivated, organised, and able to manage competing priorities in a fast-paced environment. 

• A proactive problem-solver who embraces change and continuously seeks improvements. 

• A confident decision-maker with sound judgement and attention to detail. 

• Comfortable working independently while contributing positively to team success. 

• An excellent listener who can understand and respond effectively to customer and colleague needs. 

• Committed to delivering accurate, high-quality work and right-first-time outcomes. 

You'll also ideally have: 

• Previous experience in a customer service and/or administration role. 

• Experience handling complex customer enquiries with professionalism and confidence. 

• The ability to coach, support, and share knowledge with colleagues. 

• Knowledge of Retail Operations products, systems, processes, controls, and regulatory requirements, or the ability to develop this knowledge through accreditation. 

• Good working knowledge of Microsoft Word and Excel. 

• A commitment to continuous learning, personal development, and service excellence. 

Why join us? 

This role offers the opportunity to develop your expertise within a supportive and collaborative team while making a genuine impact on customer experiences. You'll be encouraged to share your knowledge, contribute new ideas, and play a key role in driving service excellence and continuous improvement. 

If you're passionate about customer service, enjoy solving problems, and want to be part of a team that values collaboration, development, and high performance, we'd love to hear from you. 

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.