Customer and Service Delivery Lead (Part-Time, Job-Share, Full-Time)

Location: Farnborough, London and Birmingham

Closing date: 12th January 2025

The opportunity: Zurich Municipal (ZM) is a leading provider of insurance and risk management solutions for the public and voluntary sectors. Since 1993, we’ve insured charities, voluntary organisations, housing associations, and the education and public sectors, helping our customers better understand and reduce the risks they face. This role is available part-time, job-share or full time. This is because we want the best people for our roles, and we recognize that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing?

• Cross-market oversight of service and central point for operational matters, interfacing between market teams, Performance & Change and Technical Underwriting.
• Ensuring excellent customer service across ZM, overseeing adherence to process and standards and supporting the development of operational skills.
• Continuing to develop our Service team capabilities to add value and reduce time spent by Underwriters and Sales colleagues on non-core work.

What are we looking for?

• Experienced insurance operations leader, passionate about customer service, operational management, and transformation.
• Support operational delivery across the Market and Service Teams and implement a robust framework to ensure consistent processes are in place and adhered to.
• Interface between market teams, Performance and Change and Technical Underwriting to unlock blockers and coordinate cross-segment operational activity.
• Lead the continued transformation of the Service organisation for ZM, focusing on customer experience and team success.
• Develop, agree, and initiate implementation of a strategic plan with key stakeholders for sales and underwriting roles across ZM.
• Drive and embed a culture of data-driven performance management across Sales and Underwriting.

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 recognizes and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you.

Our Culture: 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, and we have a diverse mix of customers. We accept applications from everyone regardless of your background, beliefs, or culture; however, we especially welcome applications from women, people from ethnic minorities, people with a disability, and people who are LGBT+. We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.

The financials: 12% defined non-contributory pension scheme. Annual company bonus. Income Protection. Life cover - four times your salary.

Time away: 25 days holiday a year plus bank holidays. Three days paid volunteering. Up to 16 weeks' full pay for maternity, paternity, and adoption leave.

Your health is important to us: Access to Private medical insurance. Virtual GP appointments. Discounted gym membership. Free flu jab.

We’re making a difference: Creating a brighter, more sustainable future underpins all that we do here in Zurich. Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.