Share this Job

Bratislava, SK

Service Center Team Lead with English language


About iptiQ

iptiQ is a risk tech start-up within Swiss Re Group. Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime.

iptiQ provides digital, bespoke and transparent L&H and P&C protection products in a B2B2C manner. Founded in 2014, we're transforming the way consumers buy insurance with a unique digital insurance engine which incorporates the latest technology with world-class underwriting capabilities. We build strong partnerships to sell insurance via trusted brands.

iptiQ offers a flexible working environment where curious and adaptable people thrive. Are you interested in joining us?


About the Role


For our new Service center team handling our customers in the UK we are seeking an experienced team lead with excellent English who will build the team spirit helping the team answer the customer inquiries over the phone, through emails or letters.


As a service centre team leader, you are leading a team that will represent the company to the customer whether it be over the phone, through email or letters. You seek to create a positive experience for the customer by both you and the team answering questions, handling complaints and troubleshooting problems in each interaction.


Role requirements:

  • Support the team take ownership of customer queries to ensure excellent outcomes for both them and the company
  • Ensure team handle the customer queries incoming from various communication channels about the insurance product and policy they have purchased
  • Ensure team process customer policy changes in the backend system, prepare correspondence and conduct initial claim triage
  • Own the customer complaint investigation and respond to customer complaints
  • Provide adequate training of team service agents on how to deal with policy holders
  • Close liasion with the other teams including Operations, Finance and Compliance
  • Ensure team provide excellent customer service
  • Prepare the monthly reporting for sales partners including the detailed explanation of trends in service performance
  • Review and continual improve the operational processes to further automation
  • Participate in ad hoc projects and activities


About the Team


This is a rare opportunity to join a new business unit within an established company; combining the dynamic spirit of a start-up with the backing of Swiss Re's strong organisation. We are a motivated team, organised to provide creative solutions for insurance distributors that engage with consumers in non-traditional ways. Customer experience and excellent service are paramount for us. We empower our team members to affect positive changes through customer interactions.


About You


  • You have experience in leading a customer service team
  • You are skilled in verbal and written communication with the customers in English language
  • You are customer oriented with the ability to show empathy and patience
  • You are Customer Service driven passionate about high quality customer care
  • You are able to work in a fast- paced environment
  • You have strong interpersonal and communication skills
  • You are proficient in English (written and oral)
  • You are good at MS office and data entry skills


Minimum base salary for this job is from 1700 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits. *


*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re. 


We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.


We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.

Reference Code: 94820