Service Centre Team Leader - Cardiff, United Kingdom - Zurich Insurance

Zurich Insurance

Verified Company

Cardiff, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Part time

Description

Job title:
Service Centre Team Leader (Part-Time, Job-Share and Full-Time)

Location:
Cardiff or Leeds/Hybrid

Closing date: 9th Febraury 2023

The opportunity:

An opportunity has arisen for a motivated individual to join our Service centre team as a Team Leader.

You will lead, develop and inspire team members to achieve customer centricity at all touch points and drive best practice through improvements to key processes and business activities.

As well as supporting and implementing plans and activity that improves the employee experience, customer experience and business results.

Key responsibilities:

Monitor and achieve targets to maintain productivity, quality and service standards team / individual.
Track performance of the team against operational targets.
Monitor the team ́s processes and output in order to identify opportunities for improvement in areas such as customer satisfaction, employee communication, system changes, etc.
Maintain a detailed understanding of the metrics and the drivers of performance variances against expectations and use data to influence plans for team.
Develop knowledge and understanding of processes and procedures and ensure the teams work is undertaken to the standards of behaviour and in accordance with policies, delivering against operational Key Performance Indicators.
Support local implementation of operational change processes, adhere to practices and engage team members to also embrace change.
Monitor the quality results of team members and provide details of any concerns to Senior UW's and Centre Manager, whilst identifying what additional support can be provided.
Motivate, coach and develop individuals to maximise potential and facilitate career progression.
Work as part of the management team to drive aspirational culture and to challenge business process in order to improve efficiency and productivity.
Take personal responsibility for resolving customer complaints/concerns.

Your skills and experience:

Team management and Leadership experience.
Service delivery excellence.
Good understanding of the Intermediary marketplace, competitors, as well as Intermediary business models, technology and processes.
Adapts communication style to the individual needs of intermediaries.
Have effective personal and business organisational and planning skills with a proven ability to think creatively and to innovate.
Be selfmotivated, goal orientated and resilient in a highly pressured environment.

What will you get in return?
As well as a competitive salary we also offer an excellent lifestyle benefits package which includes:

12% company pension contribution (employee contribution optional)
25 days holiday plus an additional 3 volunteering days
Annual company bonuses
Contribution to private medical cover
Discounted technology offers
Virtual GP appointments
Discounted gym membership,
Free flu jab
Discounted gadget insurance

At Zurich we will consider requests for flexible working on hiring.

Many of our employees work flexibly in many different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours.

Please talk to us at interview about the flexibility you may need.

Who we are:

With about 55,000 employees serving customers in more than 170 countries we aspire to become the best global insurer as measured by our shareholders, customers and employees.

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.

The success of our business is built on the contributions of our highly talented employees - people who work every day to position us at the forefront of the insurance industry.

We therefore look to hire great people and we encourage those people to give their best.

You'll feel the support of being part of a strong and stable company.

A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.

Further information:

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion.

We want you to bring your whole self to work we have a diverse mix of customers and we want our employee base to reflect that.

Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.

We have won numerous awards for our work on Diversity and Inclusion. You can read about our awards on our website.

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