Customer Service Team Leader

Working hours: This role is available on a part-time, job-share or full-time basis

Location: Swindon / Hybrid

Closing date for applications: 25th March 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? 

As a Team Leader, you will:

• 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?

Ideally, you will bring:

• 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

As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

Who we are:

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.

We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.

We’ve 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.