Customer Service Agent - Travel Insurance

Customer Service Agent - Travel Insurance 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.

The start date for this role is Monday 16th November 2026, with a training period of approximately 8 weeks. We want to ensure you are set up for success, so our preference is for there to be no holidays during the training period.

Working Hours and Recruitment Process

This is a full-time position working 37.5 hours per week on a rotating shift basis. Shifts will be scheduled within the following operating hours:

Monday to Friday: 8:00 AM to 8:00 PM

Saturday: 9:00 AM to 5:00 PM

Applicants must be flexible to work assigned shifts within these hours.

As part of the recruitment process, shortlisted candidates will be required to attend an assessment centre, scheduled for the week commencing 19 October 2026.

What you’ll be doing:

Join a team that makes a real difference for travellers worldwide! In this role, you’ll be the first point of contact for customers and partners, delivering exceptional service and guidance that ensures our customers can travel with confidence.

You’ll provide clear, accurate, and compliant advice on travel insurance policies, coverage, and claims.

You’ll handle enquiries across phone, email, and messaging channels, turning challenges into positive experiences.

You’ll understand customer needs, offer tailored solutions, and ensure satisfaction from start to finish.

You’ll interpret policy details and coverage levels to resolve queries efficiently and in line with procedures.

You’ll aim to meet and exceed quality, response time, and customer satisfaction targets while managing queries within agreed timelines.

You’ll elevate complex issues when needed, ensuring every customer feels supported and valued.

What are we looking for?

You’ll have strong written and verbal communication skills – you can communicate with anyone

You’ll have previous customer service or sales experience, ideally within a call centre environment, however this is not essential

You’ll have the ability to assess information quickly with attention to detail and ask questions when required

You’ll have a passion for providing…