Working hours: This role is available on a part-time, job-share or full-time basis.

Location: We are flexible on where you are based but regular travel to the Manchester office is required.

Closing date for applications: 23rd April 2025

The opportunity:   

Are you seeking a career that will excite, challenge, and inspire you? If so, a Resource Analyst position within our Retail team might be the perfect fit for you!

Our team is tasked with managing resources within our SME Centre to ensure we are optimally positioned to meet real-time customer demand. With over 150 members in this expanding segment of our Retail Business, this role is fast-paced role that will keep you on your toes.

Among other responsibilities, you will analyse our Retail performance data to identify improvement opportunities, provide insights to support our leadership teams in delivering excellent customer service, strategically allocate resources to meet customer demand, and use various tools and techniques to deliver objective feedback to the business. This will help effectively communicate results and trends crucial for our business growth. You will be part of a diverse team operating in a high-paced environment, responding in real-time.

We seek an individual eager to grow their business knowledge, influence customer experiences, and develop their skills in systems, processes, and data management.

Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.    

Key responsibilities:

• Real-Time Monitoring:
  • Oversee call volumes, service levels, and underwriter performance.
  • Manage call queues for prompt customer assistance.
• Resource Management:
  • Allocate resources strategically to meet demand and adjust shifts.
  • Ensure optimal staffing for effective customer interactions.
• Performance Analysis:
  • Analyze performance metrics and trends for improvement opportunities.
  • Provide detailed feedback and reports on service levels.
• Incident Management:
  • Respond to unforeseen events or call volume surges.
  • Implement contingency plans for service disruptions.
• Communication:
  • Liaise between frontline staff and management.
  • Communicate updates, schedule changes, and essential information.
• Technology Utilization:
  • Use workforce management tools to predict call volumes and schedule staff.
  • Optimize technology for efficiency and high service levels.
• Compliance and Reporting:
  • Adhere to company policies, procedures, and regulatory requirements.
  • Generate reports on key performance indicators (KPIs) and service levels.
• Holiday Management:
  • Handle holiday requests for over 100 Full-Time Equivalents (FTEs).
  • Maintain balanced holiday schedules and ensure sufficient staffing.
  • Communicate holiday decisions promptly and update management systems.

Your skills and experience:

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Organisational and prioritisation skills.
• Keen attention to detail.
• Collaborative mindset with stakeholders.
• Ability to maintain momentum and deliver under pressure.
• Adaptability in a fast-paced, fluid environment.
• Hardworking and enthusiastic with a strong sense of ownership.
• Willingness to learn and embrace new ideas.

What will you get in return? 

Everyone’s different. That’s why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday. 

Follow the link for more information about our benefits - Employee benefits | Working at Zurich Insurance UK 

As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply. 

Who we are:    At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people, and our planet.    With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.    We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.     

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.  

Our culture:   At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs, or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.  

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social, and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.  

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.  

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.