Customer Complaints Team Manager (Part-Time, Job-Share, Full-Time)

Are you passionate about helping customers and leading a team to success? We're looking for a Customer Care Team Manager to join our UK Customer Office's Customer Care Team. In this role, you'll play a vital part in supporting our customers when they need it most. Our team is dedicated to investigating issues, understanding concerns, and ensuring fair and positive outcomes for our customers. As a Team Manager, your mission will be to keep your team motivated and driven to achieve these fair outcomes. You'll engage with your team daily, guiding them to excel in handling property, motor, and travel complaints. Your leadership will be key in fostering their growth and development. Additionally, you'll be coaching and mentoring senior team members and specialists, setting an example as a role model every step of the way. If you're ready to make a difference and lead a motivated team, we'd love to hear from you! Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise 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?

• Creating an engaging and collaborative environment for the team
• Motivating the team to achieve daily operational metrics.
• Ensuring full compliance with the FCA and FOS requirements, including consumer duty.
• Developing team members by enhancing their core skills and capabilities.
• Working closely with the governance manager to ensure compliance and support all reporting requirements.
• Acting as a point of escalation for customers and team members when necessary.
• Engaging with managers across the business to establish strong working relationships with the customer care team.
• Promoting a culture of continuous improvement and focusing on delivering fair and reasonable outcomes.
• Demonstrating and exemplifying leadership qualities always.
• Connecting the team's goals and targets to the wider business strategy.
  
  Previous people management experience preferred
• Experience of Property, Motor, Travel Insurance (preferred)
• Experience in working in a customer focussed insurance environment
• Track record of motivating others
• Capability to work independently and drive actions forward
• Also, able to effectively work as part of a team
• Passionate about the development of others
• Excellent MS Office skills (Excel & Powerpoint etc)
• Excellent oral and written communication skills
• Able to always manage ambiguity and act impartially
What happens next? 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.

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. 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.
• 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 is important to us
• 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.