Team Leader

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 World Travel Protection

This role is part of World Travel Protection, our global medical and security assistance business supporting many of Zurich Cover-More’s travel insurance brands. We support both corporate and leisure travellers – helping them avoid risks before they escalate and connecting them with the right experts when emergencies arise. With deep expertise in global travel risk management, we’re trusted by travellers, corporate risk managers, and organisations worldwide to prepare for potential threats and respond when it matters most. Operating 24/7 from our global assistance centres, we’re always ready to answer the call – wherever in the world it comes from.

So, what’s our mission?

Protecting travellers – and supporting those responsible for their safety – is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe.

So, what’s the job?

• You’ll lead a team of Case Managers to meet operational performance and development objectives and lead the team to contribute to business growth and success

• You’ll set performance and behavioural expectations with team members and provide feedback and coaching to improve metrics relating to attendance, adherence, and customer experience

• You’ll be the escalation point for your team, providing direction to case managers and the customer to enable resolution where required

• You’ll identify areas of professional development for your team members, providing mentoring and guidance to develop in their roles and to support their career development. 

• You’ll lead your team to ensure the best possible service for our customers, and keep them motivated during times of uncertainty and change

• You’ll conduct call quality audits and case reviews and provide coaching sessions on areas identified for improvement

• You’ll ensure that all confidential information is handled in accordance with Company protocols and procedures

And what are we looking for?

• You’ll have experience leading a team in a customer service context 

• You’ll be passionate about developing and leading a high performing team that embodies our values and behaviours in all customer and colleague interactions  

• You’ll have experience leading a team through ongoing development and the capability to implement the strategic vision of the business 

• You’ll have well-developed interpersonal and communication skills to build and maintain effective relationships with your staff 

• You’ll have experience building relationships with colleagues and influencing and collaborating across all levels of a business 

• You’ll be passionate about continuous improvement and have the ability to lead and manage change within a team 

• You’ll have highly developed critical thinking and problem-solving skills and the capacity to prioritise and manage complex cases 

• You’ll be passionate about creating a team culture of collaboration, engagement and commitment to customer service and care 

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.

 Apply today and let’s go to great places together!

#LI-Hybrid