Senior Customer Service Administrator

About the role

Join Zurich's Retail Customer Services team on the Isle of Man as a Senior Customer Service Administrator. You will own end‑to‑end customer enquiries, support policy administration and help drive continuous improvement.

Key responsibilities

• Take ownership of customer enquiries from initial contact through to resolution.
• Process policy servicing, payments, documentation and account maintenance.
• Support the Customer Service Manager with reporting, workload planning and prioritisation.
• Act as an escalation point for complex queries and potential complaints.
• Coach colleagues through knowledge sharing, buddying and training.
• Identify and implement improvements to customer outcomes and operational efficiency.
• Contribute to projects, business initiatives and system enhancements.

Required profile

• Passionate about delivering excellent customer service and outcomes.
• Confident communicator with strong relationship‑building skills.
• Empathetic, approachable and able to build trust with customers.
• Self‑motivated, organised and able to manage competing priorities.
• Proactive problem‑solver who embraces change and continuous improvement.

Required skills

• Experience in customer service or administration roles.
• Ability to handle complex enquiries professionally.
• Knowledge of retail operations products, processes and regulatory requirements (or willingness to acquire).
• Proficiency with Microsoft Word and Excel.