Customer Care Shift Supervisor

Location: Uxbridge, Middlesex, United Kingdom

Job Category: Call Centre and Customer Service

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers.

Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Cover-More Europe

This role is part of our Cover-More Europe team. Cover-More Europe provides insurance solutions through a number of different customer-facing brands across travel, car hire, specialty, and pet sectors in the United Kingdom, Ireland and the rest of Europe. For more than twenty years, we have been delivering insurance policies through our distribution partnerships. We know what is important to our partners, and we deliver simple and seamless customer experiences based on our genuine commitment to protection and care.

Hours of Work :
This is a 37.5-hour per week role working on a rota basis across our operating hours of Monday to Friday, 8:00am to 8:00pm, and Saturdays (including Bank Holidays), 9:00am to 5:00pm. Flexibility to work across these shifts is required.

What you’ll be doing:

In this role, you will support the day-to-day operation of our Customer Care team, helping to deliver outstanding service across phone, email, chat and social channels. You'll coach and support Customer Care Executives, act as a key escalation point, and help ensure customers receive accurate, timely and compliant outcomes.

• Support the smooth running of the Customer Care operation across shift patterns and extended opening hours.
• Provide day-to-day coaching, guidance and support to Customer Care Executives to drive service excellence.
• Act as a first point of escalation for complex customer queries, complaints and referrals.
• Monitor real-time team performance and help ensure service levels and customer expectations are achieved.
• Conduct quality reviews and provide constructive feedback to improve customer outcomes.
• Support complaint handling and help resolve customer issues in line with company procedures and regulatory requirements.
• Identify service trends, operational risks and process improvement opportunities, escalating where appropriate.
• Use customer feedback, QA insights and performance data to support continuous improvement initiatives.
• Work closely with Team Leaders, management and key stakeholders across the business to ensure effective service delivery.
• Champion a positive, customer-focused culture that delivers fair outcomes and exceptional service experiences.

What skills and experience you’ll bring on this journey:

• Experience in a customer service, contact centre or customer operations environment, ideally within insurance, financial services or another regulated industry.
• Previous experience supporting, mentoring or coaching colleagues, either as a senior agent, SME or informal team lead.
• Strong understanding of customer service principles and delivering excellent customer outcomes.
• Experience handling customer enquiries across multiple channels, including telephone, email and live chat.
• Confidence managing escalated customer situations and supporting complaint resolution.
• Excellent communication skills with the ability to build relationships and influence others positively.
• Strong organisational skills with the ability to prioritise effectively in a fast-paced environment.
• Ability to analyse quality, performance and customer feedback data to identify trends and improvement opportunities.
• Good knowledge of Microsoft Office applications, including Excel, Word, Outlook and PowerPoint.
• Knowledge of insurance products, complaint handling processes or a relevant insurance/customer service qualification would be advantageous.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results‑orientation, and forward‑thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Job flexibility . We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home after an initial training period.

Career growth . This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Take the time you need, for you and your community . We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We believe your career should take you places – literally. At Zurich Cover-More, we support your professional journey and your passion for travel with complimentary travel insurance. So go ahead, start planning your next adventure today!

Investing in your health and your future. We offer a competitive health insurance package with comprehensive mental health coverage, access to an Employee Assistance Program (EAP), and a pension scheme with employer contributions – helping you build a secure and healthy future.

Diversity and inclusion . We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

At Zurich Cover-More, compensation for roles is influenced by a variety of factors, including but not limited to office location, role, skill set, and level of experience. We are committed to providing a fair and reasonable compensation range for each role and additional rewards may include short-term incentive bonuses and increases based on merit. If your salary expectations are not in line with the proposed salary published for this role, you are still encouraged to apply. We will consider applications from talented individuals with the relevant experience, skills, education and attitude on a case‑by‑case basis.

The compensation shown reflects a national market range and the proposed salary for this position is £25,268 - £32,100 with short-term incentive bonus eligibility of 5%.

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