Customer Care Shift Supervisor

Location:

Uxbridge, Middlesex, United Kingdom

Job Category:
Call Centre and Customer Service

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…