Customer Service Team Leader in Swindon

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.

What will you be doing?

• 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.

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.

Benefits and other information

Everyone's different. Zurich offers a wide range of employee benefits so our people can choose what fits 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.
• Income Protection.
• Life cover - four times your salary.
• 28 days holiday a year plus bank holidays. You can also request to swap UK bank holidays for days off that have cultural or religious significance to you.
• The option to buy up to an additional 20 days or sell some of your holiday.
• Three days paid volunteering.
• Up to 16 weeks' full pay for maternity, paternity and adoption leave.

Your health

• Access to Private medical insurance.
• Virtual GP appointments.
• Discounted gym membership.
• Free flu jab.
• Access to a wealth of support from our wellbeing partners.

We’re making a difference

Creating a brighter, more sustainable future underpins all that we do here in Zurich. We were the first insurer to sign the 'UN Business Ambition for 1.5 C' pledge. Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million. With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company. We aim to be responsible and impactful and to be the best global insurer. We’re committed to diversity and inclusion, fairness, wellbeing, and continuous development. We welcome applicants from all backgrounds and ensure fair treatment for all.