Complaints Officer (UAE Nationals)

Job Summary

Zurich Middle East is part of Zurich Insurance Group, one of the world’s largest and most experienced insurers. Our mission is to help our local communities understand and protect themselves from risk both locally and globally.

Reporting to the Operations Manager, the Complaints Officer will lead continuous improvement to enhance the contribution made by customer services to the overall development of the business model, promote positive customer perceptions continuously developing customer relationships and ensure compliance and adherence to procedures and standards of service being offered to the clients.

Job Accountabilities

As a Complaints Officer you will be responsible for:

• Delivering quality standards and service level targets through effective performance management.
• Promoting positive customer perceptions continuously developing customer relationships aligned to Company values.
• Facilitating change through personal commitment and ownership of organizational initiatives.
• Developing culture of continuous improvement focused on enhancing the end to end customer experience whilst ensuring processes, procedures and people remain compliant (use of Greenbelt experience as appropriate).
• Maintaining appropriate level of functional and technical expertise, including knowledge of products, procedures, services, systems and frameworks.
• Promoting identification and delivery of opportunities to provide quick and appropriate responses to complex issues and complaints, to enable business improvements.
• Identifying and mitigate risks to the business, by applying appropriate level of technical expertise and knowledge of products, procedures, services and systems.
• Ensuring the Quality Approach Summary is in line with business need and take appropriate rectifying actions following root cause analysis.
• Accountability for ensuring the processes, procedures and remain compliant with the Training & Competence scheme rules.

Job Qualifications

To be successful in your role you will need:

• To be a UAE National with Family Book.
• Minimum 3 years’ experience in the HelpPoint Team/Zurich Operations.
• Comprehensive knowledge of clients service systems, products, procedures and processes.
• Outstanding written and verbal communication skills.
• Meticulous attention to detail with exceptional expertise in root cause analysis.
• Exceptional problem-solving abilities.
• Appropriate knowledge of legislation / regulation / AML.
• Proven ability to interact confidently and effectively with stakeholders across all levels.
• Organizational and time management skills, while maintaining quality, consistency and flexibility.
• Strong analytical and innovative problem-solving skills.
• A good understanding of our end customers needs.
• Ability to anticipate and develop long-term solutions.
• Skilled at restoring positive customer experiences while balancing business standards with creative thinking.